Director, Customer Experience - Prologis Mobility

Prologis is the global leader in logistics real estate. We own, manage and develop high-quality properties in the world’s most vibrant centers of commerce, with over 1 billion square feet in 19 countries, over $200B of gross AUM. Some of the world’s largest brands (e.g., Amazon, BMW, DHL, FedEx, Pepsi) turn to us because they know an efficient supply chain will make their businesses run better, and a strategic relationship with Prologis will create a competitive advantage. As a top ranked U.S. company among the Global 100 Most Sustainable Corporations in the World, we take our global footprint seriously.

Job Title

Director, Customer Experience - Prologis Mobility

Company

Prologis

The Opportunity

The transition to electric vehicles will transform how our customers operate their fleets. Driven by economics, policy and/or legislation, more than 30% of fleets will be electric across the different vehicle classes during the next decade. This translates to 3M vehicles by 2025 and 11M vehicles by 2030 in our North American, European, and Asian markets.

Prologis has a unique opportunity to leverage its real estate, development platform, renewable energy expertise, and customer base to build a market leading turn-key electric vehicle charging business. Medium and heavy-duty electric fleet vehicles of the future will largely be charging at warehouses and mobility hubs. This, together with the expanding market penetration of e-commerce and the resulting growth in warehousing space, puts Prologis in a unique position to provide vehicle charging solutions at scale: GWs of charging capacity will be required across our portfolio by 2030, to meet customer demand.

As a key hire in a growing team within Prologis dedicated to zero emissions mobility solutions, the Global Head of Customer Experience and Network Operations will play an instrumental role developing the Prologis Mobility business. The role will be primarily focused on driving solutions for the electrification of logistics fleets, including last mile delivery and medium to heavy duty vehicles. The incumbent will leverage the position that Prologis has in the logistics value chain as real estate owner and operator to develop transformative charging solutions at scale.

The Challenge

• Owning a robust process architecture that provides a framework for problem and incident management all the way from front end customer response to third party assisted problem resolution and field dispatch.
• Work with colleagues across the business to identify and implement fit for purpose third party technology solutions for EV charging network management, asset management and customer success.
• Build trusted relationships with Prologis customers to gain insights into operational objective and priorities to ensure ongoing improvement of products and operations strategies.
• Develop a world class customer experience team that supports customers and assets across the Prologis Mobility operational footprint from onboarding to resolving technical and non-technical problems.
• Develop and launch an operational strategy to manage a growing network of EV charging and ancillary energy assets, including energy storage and solar systems, with a passionate focus on customer experience. Work towards consistent network performance of 99%+ asset uptime.
• Product Own, Maintain and Deliver Workplace Service Program

The Background

• Interest in innovation, passion to drive change, serve others and make a difference.
• Customer centric and innovative mindset focused on solving customer pain points by providing products and solutions that meet the customer’s need.
• Excellent communicator including the ability to translate technical information to customers and non-technical stake holders.
• 5+ years' experience in EV Charging industry and distributed energy, with a strong commercial profile
• 10+ years' Tier 3 Customer Service facing experience.
• Ability to understand, calculate, and present complex financial analysis to customers and internal stakeholders, experience with customer facing deal negotiations.
• 10+ years' software development/engineering experience.
• Relevant Bachelor's degree preferred, Master's degree is a plus.
• High analytical with excellent problem-solving skills
• Self-motivated with ability to multi-task, prioritize and resolve complex issues with minimal direction.

Hiring Salary Range of: $137,000.00 - $184,000.00. Salary and whole compensation package (bonus target & LTI) to be determined by the candidate’s location, education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

All full-time roles in the US come with a robust benefits package which includes healthcare, dental, and vision insurance for employees and eligible dependents. Prologis also offers several other wellness, financial, and work/lifestyle-specific benefits. Our 401(k) retirement plan has a company match of 50% up to 12% of eligible compensation. We also offer generous PTO with a starting accrual of 22 days a year in addition to paid holidays and volunteer time.

People First

Each of us working at Prologis plays an essential role in the enduring success of our company. We value people who are decisive, courageous and adaptable. While we are one company, locations and departments operate with autonomy and accountability. Individuals take the initiative here.

When you join Prologis, you work shoulder to shoulder with some of the top talent in the industry to do the best work of your career. Every employee belongs. Every employee contributes. Employees advance their careers here.

As a successful global enterprise, Prologis has never lost sight of what matters most, our strong belief that our people are the most important part of our business. And because of that, we provide a generous total rewards package and take a lot of time to focus on quality management and leadership development. People come first here.

All job offers are contingent upon successful completion of drug screen and background verification. Prologis is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religions, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

Employment Type

Full time

Location:

San Francisco, California

Additional Locations:

Cerritos, California, Denver, Colorado

As a condition to the commencement of your employment, Prologis requires proof of full vaccination against COVID-19. You are considered fully vaccinated two (2) weeks after your second dose in a two-dose series, such as the Pfizer, Moderna or Novavax vaccines, or two (2) weeks after a single-dose vaccine, such as the Johnson & Johnson vaccine. In addition, all employees must have at least one vaccine booster when eligible. Prologis will consider requests for a reasonable accommodation as to the vaccination requirement on the basis of a disability or sincerely-held religious belief in accordance with applicable law.