VP, Client Service Operations

Consumer Operations Boulder, Colorado Denver, Colorado Boston, Massachusetts


Description

The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified,  enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.

We are seeking a VP, Client Service Operations to join our team and help us achieve our ambitious goals for our business and the planet.

What you get to do:

As the VP of Client Service Operations, you will lead steady-state operations of Uplight’s products to drive the achievement of our client’s business outcomes. This role is responsible for driving day-to-day operations with an obsessive focus on growth, customer delight, and driving process maturity.

Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.

What you will contribute:

  • Build and oversee a world-class operations organization focused on day-to-day excellence
  • Responsibilities include oversight of eCommerce operations (including contact center), reporting, tech support, and program operations functions
  • Work cross-functionally with leaders across Uplight’s matrixed organization, including sales, customer success, corporate services, product, and engineering to deliver with an obsession with delivery excellence and customer delight
  • Develop plans to improve operational delivery and to drive improved outcomes in client satisfaction and productivity
  • Oversee strategic direction of multiple departments in support of strategic direction of Uplight
  • Plan and scope long-term, strategic deliverables and projects; support and contribute to other Uplight strategic initiatives  
  • Lead quarterly operational planning and drive accountability of outcomes across the organization
  • Serve as an interface to People Operations and take the lead on HR and talent acquisition initiatives within the department
  • Serve as the interface to Finance, taking the lead on budgeting and tracking key financial metrics for the department
  • Support in identifying organizational needs, personnel, skills, resources or developing corrective actions to remove barriers
  • Manage internal and external stakeholder relationships
  • Effectively interface with Uplight clients 
  • Demonstrate and drive commitment to Uplight’s core values

What you bring to Uplight:

  • An ideal candidate will be an experienced executive in the energy industry with a proven track record of leading and developing teams at scale and developing operational improvements while building a world-class organization.
  • At least 15 years of experience, including a background in managing and developing, high-functioning teams
  • Proven ability to grow leaders and develop teams
  • Demonstrated ability to develop, implement and scale processes
  • Proven track record of leaning out and optimizing processes with limited resources
  • Deep experience in KPI development, measurement, and forecasting
  • Proven ability to take on a broad scope of responsibilities and effective prioritization
  • Ability to learn and master key elements of new subject matter
  • Demonstrated ability to develop and implement operational frameworks
  • Proven track record with demonstrated operations and organizational impact
  • Tech-savvy with demonstrated knowledge of utility programs and services
  • A self-directed executive with entrepreneurial ability to tackle a multitude of assignments and achieve stretch goals in a fast-paced, dynamic environment

Bonus Points:

  • Experience in utility customer operations (e.g. call center, program management, billing, business operations, etc.) preferred
  • Experience in eCommerce Operations and/or Tech Support is a plus
  • You care about energy, its impact on our customers, their customers, and the world and are uncompromising about Uplight’s values

What makes working at Uplight amazing:

In addition to all the standard medical and dental benefits, that kick in Day 1, we are:

  • Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
  • Committed to the environment, our employees, and our communities. 
  • Focused on career growth by following defined career ladders.
  • Committed to taking our work and mission seriously and….we love to laugh!

We also provide:

  • 401k Match
  • Medical, vision, and dental insurance 
  • Monthly wellness stipend 
  • Peer to peer recognition program 
  • Management by objectives bonus plan  
  • Innovative flexible time-off policy
  • Exceptionally collaborative and cool office spaces (once we reopen them)

Salary Range: $150,000 to $200,000

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team. 

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.