WHAT YOU BRING

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer
• Bachelor’s Degree is a plus
• At least 10 years’ relevant professional experience in applicable electrical, mechanical, or operations settings, including 5 years’ experience managing teams or programs
• At least 5+ years of experience managing or partnering with service vendors, preferably on a national scale for a product family that includes hardware and software scope

Preferred Qualifications:

• Experience with Chargers/EVSE (Electric Vehicle Supply Equipment) and their back-end infrastructure
• Fluent in open charge point protocols, interfaces, and the charger technology ecosystem
• Significant experience with Salesforce, Business Intelligence tools, Microsoft product suite

Note: This role is a virtual position based in the US

Accountabilities:

• Oversee the commissioning, operation, and maintenance of the network
• Responsible for managing the budget for all workstreams in the Service Operations organization
• Responsible for vendor relationships and optimizing their performance on an ongoing basis
• Identify and triage gaps and deficiencies across the charging solution stack, playing a critical role in partnering with both internal and external product and engineering groups to achieve and maintain high in-service and customer success metrics
• Partner closely with Shell’s Deployment function to commission newly constructed stations as they become operational
• Collaborate closely with Shell’s Marketing and Technology teams to deliver insights and analysis that enable Shell to serve its customers better, more broadly, and with a higher rate of succes

Shell is looking for a Service Operations Manager to oversee the successful operation of the Shell Recharge North America public charging network. The Shell Recharge network consists of hundreds of electric vehicle fast-charging stations at gas stations, standalone hubs, and retail destinations across the United States and Canada.
The Service Operations function consists of internal service professionals as well as a portfolio of third-party maintenance partners, and together the team is responsible for ensuring best-in-class station availability and customer experience across the network. You will directly manage a team that consists of Network Operations Center (NOC) Specialists that monitor, diagnose and dispatch resolutions for chargers across the network; Production Specialists that commission new stations and partner with internal and external product development/support functions to drive product improvements and bug fixes across the technology stack.

Accountabilities:

• Oversee the commissioning, operation, and maintenance of the network
• Responsible for managing the budget for all workstreams in the Service Operations organization
• Responsible for vendor relationships and optimizing their performance on an ongoing basis
• Identify and triage gaps and deficiencies across the charging solution stack, playing a critical role in partnering with both internal and external product and engineering groups to achieve and maintain high in-service and customer success metrics
• Partner closely with Shell’s Deployment function to commission newly constructed stations as they become operational
• Collaborate closely with Shell’s Marketing and Technology teams to deliver insights and analysis that enable Shell to serve its customers better, more broadly, and with a higher rate of success