About Us With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering one of the world\'s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality. Since our founding in 2007, ChargePoint has focused solely on EV charging and established a business model that\'s been validated by more than a decade in business and thousands of customers. As now a public company, we remain focused on broadening our market leadership and building on years of innovation. ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market. Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come. Discover what it\'s like to help build the fueling network of the future - check out our Engineering Blog.
Reports To Vice President, Advanced Services
What You Will Be Doing Chargepoint is seeking The Director, Services Automation and 3rd Party Tools will be responsible for defining and delivering the end-to-end automation strategy for seamless deployment and drive best in class customer experience, optimize internal processes and increase operational efficiencies. Will leverage tech and data led solutions, process analysis, analytical and technical problem solving, and exceptional collaborative decision-making skills to identify and develop process automation (i.e., future-state workflow design, intelligent automation solutions, process redesign, etc.) to ensure operational excellence. S(he) will build in-depth understanding of various needs, pain points and automation opportunities by partnering with global and regional servicing teams, and will work with technical teams to implement the optimal solutions to address those needs RESPONSIBILITIES:

• Process Improvement Expertise: Experience leading process improvement initiatives, including implementation and management of automation solutions.
• Process Automation Expertise: Experience deploying and managing process automation technologies.
• Change Agent: Leverage your experience in growth organizations to develop and execute strong change management processes to support smooth team member transitions.
• Team Leadership: Build and lead strong teams. Ability to evaluate teams, develop, and reshape them as necessary while mentoring and inspiring them to drive continually improving results through strong leadership.
• Cross functional and executive influence: Working cross-functionally with Leadership, Product, Technology, Operations, and Compliance to ensure customer success.
• Encourage customer confidence and trust in ChargePoint support when speaking with them.
• Recognize patterns in escalations and inform support managers and engineering.
• Proactively identify risks and work with internal teams to reduce them.
• Participate in internal initiatives and projects to help the team exchange knowledge and best practices more effectively.

What You Will Bring to ChargePoint

• Tenacious commitment to customer focused support
• Your focus will be to define what can be versus expanding or replicating what is already in play.
• You have a passion for disruption and a track record of success developing and launching technology products.
• Facilitate and lead functional and cross-functional, end-to-end process mapping and analysis sessions to identify areas for process improvement, simplification, and automation.
• Create smart key performance metrics to determine process capability, track and improve accuracy, service delivery, productivity, efficiency, and financial sustainability.
• Design and build a service-minded process automation capability.
• Ensure the highest expert, operator, and customer experience through execution of advanced technology and service enhancements.

Aptitudes

• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
• Strong communication, interpersonal, motivational, and organizational skills.
• Ability to collaborate with various departments to provide timely Root Cause Analysis for the escalations

Requirements

• 10+ years of relevant work experience in Escalation Management in large Technical Support Environment
• Bachelor\'s degree or equivalent
• Willing to work in night shifts (EST/PST Time zone)
• Excellent written and verbal communication, including technical writing skills
• Proficient in Root Cause Analysis and Reporting
• Highly Proficient in managing critical escalations or accounts from support perspective

Experiences desired:

• Minimum of 5 years in handling critical automation and QA for continuous improvement.
• Experience dealing with large scale, technologically complex accounts which are constantly challenging product capabilities
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, Communications or telephony systems experience

Location Bangalore-India We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ChargePoint is an equal opportunity employer.
Applicants only - Recruiting agencies do not contact.