Operations Lead

**Operations Lead, Asia**

Singapore

Greenlots is unlocking the possibilities of the new electric mobility future by delivering innovative software and services that empower utilities, cities, communities, and automakers to deploy EV charging infrastructure at scale. Our technology is connecting people to their destinations in a safer, cleaner, and smarter way. Headquartered in Los Angeles, CA, USA the company’s global footprint spans across three continents with deployments in 13 different countries.

Greenlots is looking for an **Operations Lead, Asia **to join our team and be responsible for strategic planning, growth, and daily operations of overall success of the Customer Experience Support team. Your leadership will ensure the success of the Customer Experience teams to meet the needs of our ever-growing customer base.

**What you will do**:

- Direct and oversee all aspects of Greenlots operations, customer service strategy, policies, objectives, and initiatives, developing service level standards focused on response times and issue resolution
- Responsible for managing a growing network of installed EV chargers, ensuring world-class operations, service levels
- Working with the GM, develop regional expansion plans for customer support including:Relocation of customer support center to APAC region
Feasibility studies on further regional expansion
- Ensure that systems are in place and utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues
- Curate the development of current staff and continue the build the Customer Experience team
- Gain a first-hand understanding of how engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service
- Liaise with Project Team to ensure customer transition occurs smoothly post initial implementation
- Identify strong partners, suppliers, and resources to help the business effectively scale and support our rapid growth
- Establish strong process, standardization, optimization, and governance around Contract Management.
- Negotiate strategic contracts, manage partner/vendor relationship to maximize performance and minimize risk
- Define and monitor operational performance and KPIs.

**Who we’re looking for**:

- Bachelor’s Degree in Business, Engineering (Electrical), Computer Science or related fields
- 10-15+ years in Customer Service (technical and mechanical fields highly preferred)
- 5-7+ years leading a Customer Service team
- Expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction, tenure, and revenue
- Strong technical skillset; experience with a high growth firm
- History of establishing best practices and building teams with key hires
- Experience with NetSuite, Salesforce or other ERP and SaaS related ticketing systems (implementation experience a plus)
- A passion for customer service and customer experience
- Strong leadership, business acumen and executive presence.
- excellent verbal and written communication skills
- Proven ability to lead and mentor team members to create a positive culture of continuous improvement
- Contextual awareness and understanding of New Energies, carbon systems, emerging regulatory regimes, and what drives value in EV infrastructure opportunities in Asia preferred.

**What We Offer**:

- A work environment that allows you to work with and learn from some of the best and brightest in this emerging industry
- The ability to make a difference in a world that needs our technology to help reduce carbon emissions and enable a more sustainable energy future through the use of electric vehicle charging software, services and infrastructure
- The freedom to learn, suggest, and implement innovative new ideas applied to our systems, processes, programs and technologies
- Daily ownership of your role in a challenging, high-growth environment.
- A casual work environment and culture that support work life ‘fit’, enabling you to fit life into your work and work into your life, i.e. flexible scheduling, virtualization options, and a generous holiday package
- Well-being programs that enable you to thrive, e.g. investment in ergonomics, healthy snacks in the workplace
- Competitive pay and benefits programs designed to enable you to thrive inside and outside of work
- Participation in Shell Recharge Solutions’ performance and rewards bonus program
- Best in class, medical benefits for employees
- Innovative Paid Time Off Program
- 9/80 Flex Work schedule