Director, Integrated Operations Center (IOC)

Job description

Our collective future depends on carbon-free transportation. To forge that future, Voltera develops, owns, and operates the infrastructure that enables companies to succeed at scale with zero-emission vehicles. We’re looking for innovative, people-first team members who understand that culture is critical in our effort to positively impact the world’s transition to a carbon-free transportation future. The Director, Integrated Operations Center (IOC) leads and scales Voltera's Integrated Operations Center as the company grows its network of public and autonomous vehicle charging sites. This role owns the customer relationship for live sites, serving as the single point of contact for issue intake, status, and resolution, and acts as the central command function during operational events. This individual builds the org design, staffing model, and escalation frameworks that keep the IOC running at high service quality as the portfolio scales, while partnering closely with charging ops, facility ops, network ops, security, and technology. **WHAT YOU'LL DO:** **Org Design & Team Leadership** - Lead and scale the IOC to support a growing portfolio of sites and customers. - Develop the org design and staffing model to support a rapidly expanding network while maintaining high service quality and cost discipline. **Customer Relationship & Issue Resolution** - Own the customer relationship for live sites, serving as their single point of contact for issue intake, status, and resolution. - Lead cross-functional coordination during operational events, serving as the central command function across internal SMEs, customers, and external vendors. - Establish and manage escalation frameworks, routing operational issues to the appropriate internal SMEs, vendor partners, and executive stakeholders based on severity, business impact, and service-level commitments. **Process & Tooling** - Create and continuously improve operational SOPs in close collaboration with charging ops, facility ops, network ops, and security. - Partner with the technology team to develop tooling and automation that improve the IOC's performance and customer experience. **Performance Management** - Identify and develop measurement methodologies, then manage KPIs related to issue resolution. **MUST-HAVE:** - 10+ years of experience in operations, command center, NOC/IOC, or customer-facing operational leadership, ideally in a fast-growing infrastructure, energy, or fleet environment. - Demonstrated experience building or scaling a 24/7 operations or support function, including org design, staffing models, and escalation frameworks. - Track record owning customer relationships in an operational context, including issue intake, status communication, and resolution. - Experience developing SOPs and cross-functional processes with multiple internal stakeholder groups. - Strong crisis/incident management skills, with the ability to serve as central command during live operational events. - Comfort defining and managing KPIs and partnering with technology teams to build supporting tooling. **NICE-TO-HAVE:** - Experience in EV charging, AV/robotaxi, fleet operations, or broader energy infrastructure. - Experience working in a high-growth, fast-paced startup environment. - Familiarity with facilities operations, field service coordination, or vendor/SLA management. **LOCATION:** - Flexible - Travel Expectations (as needed) **COMPENSATION & BENEFITS** Base compensation: $200,000 to $225,000 annually. Exact compensation may vary based on skills, experience, and location. Our total compensation package includes the base salary, bonus, incentive equity compensation, and competitive benefits (medical/vision/dental insurance, matching 401(k), Life Insurance, unlimited vacation/PTO, & EV incentive). Candidates must have authorization to work in the U.S. on a permanent basis. Relocation benefits are not available. Voltera believes diversity – of thought, backgrounds, and experiences – affects all that we do, from our employees to the solutions we deliver. Our goal is to create an environment in which inclusion through diversity helps deepen the lives and work experience of our employees, enhances our innovation and creativity, and enriches our involvement in our communities. Voltera is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.