Supervisor, Fleet Operations Jobs

About EVgo:

EVgo (Nasdaq: EVGO) is one the largest public fast charging networks for electric vehicles, and the first to be powered by 100% renewable energy. Our mission is to expedite mass adoption of electric vehicles by creating a convenient, reliable, and affordable EV charging network that delivers fast charging to everyone. EVgo’s owned and operated charging network is growing rapidly, and we’re working to triple our network size by 2025. We partner with multiple stakeholders including automakers; fleet and rideshare operators; retail hosts such as grocery stores, shopping centers, gas stations, and more to make our vision of electric for all a reality. The EV industry is one of the fastest growing industries in the country. Join us as we charge forward into an electrified future.

Position Summary:

The Supervisor, Fleet Operations (SFO) plays a critical role in EVgo’s Customer Experience team by leading and directing the fleet customer support center. The Fleet support team in Customer Experience provides service to users (EV drivers) of the EVgo Fleet partners. This role is responsible for supervising the performance and efficiency of the outsourced and internal EVgo call center. The successful candidate will have demonstrated ability to attain KPIs for customer facing operations including call center service levels, customer billing accuracy, and ticket resolution. The incumbent will assist in developing team members who contribute to customer satisfaction, customer retention, and brand loyalty. The SFO routinely interacts with other operating teams including Field/Network Operations, Information Technology, Accounting and Marketing. Reporting to the Senior Director of Customer Operations the successful candidates will be integral to ensuring our Fleet customers have best in class charging experience.

Responsibilities:

• Partner with functional teams (Network/Field Operations, IT, Marketing) to deliver any operational improvements needed to support customer service and company objectives.
• Daily supervision of EVgo’s in-house Optima software system, which handles escalations from our fleet customers.
• Assist in implementing Customer Service operational standards with the objective of continuous improvement.
• Demonstrate people management experience with a track record of delivering results.
• Responsible for the supervision of EVgo’s fleet support customer operations team — including oversight of staffing requirements, process documentation, agent training, development and monitoring of service level standards, issue resolution, and customer interaction quality.
• Advocate for the customer and improvements to the customer journey throughout the company.
• Serve as point of contact for the most serious/sensitive customer and partner escalations.

Required Skills and Experience:

• Superior verbal and written communication.
• Comfort in working in fast-paced, start-up company environment.
• Demonstrated capability to be a compelling advocate on behalf of the customer within an organization.
• Proficient in Microsoft Office: Excel, Word, PowerPoint.
• Experience in customer relationship management (CRM) applications.
• Team-oriented, collegial, and collaborative.
• Experience in managing different types of customer interactions.
• Proficient in mapping and documenting the customer’s journey, identifying potential problems, and recommending system and/or process changes.
• Occasional/periodic travel to remote call center.
• Personal initiative, flexibility, intellectual curiosity, attention to detail.
• Proven experience in customer operations including customer experience, issue management, and billing.
• 5 + years in customer service/operations management/leadership experience.
• Strong team management and supervisory experience; motivate and hold employees accountable.
• Demonstrated proficiency in using analytics/KPIs/OKRs to track performance and customer operations.
• Prefer experience in management/oversight of an outsourced call center.
• Familiarity with electric vehicles is a plus.

Employees are required to provide documentation of COVID 19 vaccination.

For job positions in CA, CO and NYC, the estimated salary range for a new hire into this position is $70,000 USD to $85,000 USD. Actual salary may vary depending on job-related factors, which may include knowledge, skills, experience, and location. In addition to a competitive base salary, discretionary target cash bonus and restricted stock units (subject to Board Approval). EVgo offers a comprehensive benefits package including health, life and disability insurance, unbounded paid time off including parental leave, and a 401(k) plan.