Network Operations Manager

EVOxCharge Inc. is looking for an experienced, strategic, and results-oriented Network Operations Manager to oversee the company's network operations, service delivery, and overall operational performance across its electric vehicle (EV) charging network.

Key Responsibilities:

Network & Operations Management

• Lead and oversee day-to-day network operations, ensuring service reliability, operational efficiency, and timely incident resolution across all active sites and assets.
• Monitor network performance, asset availability, uptime, and service-level agreements (SLAs).
• Establish and improve operational procedures, workflows, and service standards to ensure consistent service delivery.
• Identify operational issues, recurring service disruptions, and process gaps, and implement corrective and preventive measures.
• Ensure operational readiness and continuity of services across the company's EV charging network.

Team Leadership & Performance Management

• Lead, supervise, and mentor operational teams, including Product Operations, Data Analysis, and Customer Support.
• Provide direction, administrative leadership, and day-to-day oversight of team activities and deliverables.
• Establish performance targets, monitor team productivity, and conduct regular performance evaluations.
• Promote accountability, collaboration, and continuous professional development among team members.
• Ensure adequate coordination and resource allocation to support operational requirements.

Digital Product & Platform Operations

• Oversee digital product and platform workflows in coordination with Product Leads and technical teams.
• Ensure smooth system operations and seamless digital customer experiences across the company's EV charging platform.
• Collaborate with product and technical teams to identify system issues, workflow inefficiencies, and opportunities for improvement.
• Monitor platform performance and coordinate the resolution of operational and user-related concerns.
• Support initiatives to improve user interfaces, customer journeys, and overall platform usability.

Customer Experience & Support Management

• Supervise customer experience and support operations to ensure timely, effective, and professional customer service.
• Establish service standards, escalation procedures, and ticket resolution guidelines.
• Monitor customer inquiries, complaints, service requests, and incident resolution timelines.
• Ensure proactive communication with customers regarding service disruptions, updates, and resolutions.
• Analyze customer feedback and recurring concerns to recommend improvements in service delivery and customer satisfaction.

Data Analytics & Operational Reporting

• Oversee the collection, analysis, and reporting of operational performance data.
• Monitor key performance indicators (KPIs), including network uptime, service availability, incident frequency, ticket resolution, and customer satisfaction.
• Analyze operational trends, system errors, and usage patterns to identify areas for improvement.
• Prepare regular operational reports, performance dashboards, and management updates.
• Provide data-driven recommendations to improve operational efficiency and service reliability.

Cross-Functional Coordination & Continuous Improvement

• Coordinate with Engineering, Technical, Commercial, and other internal teams to ensure alignment of operational requirements and business objectives.
• Collaborate with relevant departments to ensure operational readiness for new site deployments, system enhancements, and service expansions.
• Support the implementation of operational projects, process improvements, and strategic initiatives.
• Identify opportunities to streamline workflows, improve service delivery, and enhance overall operational performance.
• Ensure that operational commitments are aligned with technical capabilities and customer requirements.
  

Qualifications:

• Bachelor's degree in Industrial Engineering, Information Systems, Business Administration, Operations Management, Management, or any related field.
• At least 4–6 years of relevant experience in operations management, service delivery, digital operations, or technical customer support.
• At least 2–3 years of experience in a supervisory or people management role.
• Experience managing cross-functional teams and overseeing operational processes, service performance, and customer support functions.
• Strong understanding of operational performance metrics, service-level agreements (SLAs), incident management, and process improvement.
• Proficient in Microsoft Office, particularly Excel, Google Workspace, operational management tools, and reporting platforms.