Head of Operations

What You’ll Do

• Own Enrollment & Billing Operations
  • Own end-to-end enrollment and billing operations, from readiness and submission through usage validation, invoicing, and exception resolution
  • Ensure high accuracy, timeliness, and consistency across enrollment and billing processes
  • Design and implement operational controls, reconciliations, and monitoring to prevent defects and surface issues early
  • Develop and own enrollment and billing operational metrics and KPIs and lead root-cause analysis and remediation when performance slips
• Own Field Operations, Hardware Implementation, and Procurement
  • Own hardware implementation and field operations, including installation readiness, commissioning, and handoff to steady-state operations
  • Build and maintain field playbooks, installation standards, and deployment workflows
  • Manage installers, hardware vendors, and field service partners, including SLAs and performance accountability
  • Resolve deployment failures, commissioning issues, and field-driven escalations
  • Own battery and thermostat procurement and supply chain management
• Lead Customer Support Operations
  • Lead Customer Support as an operational function integrated with enrollment, billing, and field operations
  • Design support workflows for enrollment issues, billing questions, and hardware incidents
  • Establish SLAs, tooling, and escalation paths to ensure timely resolution
  • Use support data to identify systemic issues and drive permanent fixes
• Build Operational Rigor for Scale
  • Define and own KPIs, operating rhythms, and escalation frameworks across operations
  • Reduce manual work, rework, and customer-impacting errors through better process and system design
  • Build SOPs and documentation that support training, audits, and business continuity

Who You Are

• 7–10 years of experience owning complex, execution-heavy operations in a scaling company
• Direct experience leading complex back office operations in a data-intensive or regulated environment
• Experience overseeing hardware deployments, field operations, or physical infrastructure implementations
• Strong team builder who is comfortable being hands-on while building systems that can scale
• Strong analytical and systems mindset, with experience using data to manage performance (SQL preferred)
• Able to partner closely cross-functionally while owning outcomes
• Strong communicator who can operate credibly with executives and frontline teams
• Prior people leadership experience required

Benefits

• Base salary of $175,000 – $210,000 plus equity, depending on experience
• Group medical and dental insurance
• Flexible vacation / PTO policy
• 401(k) plan
• NY based role with hybrid office culture