Hybrid Head of Operations

at David Energy

• Job title: Head of Operations
• Job type: Full Time
• Experience level: Lead
• Salary: $175,000 - $210,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, United States

About the role

• Head of Operations managing complex operations including billing and customer support for a clean energy company. Collaborating with multiple teams to optimize workflows and operational efficiency.

Responsibilities

• 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 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
• Own 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
• 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
• Ensure enrollment, billing, field operations, and support comply with applicable regulatory, contractual, and safety requirements
• Identify operational risks and implement controls appropriate for a scaling organization
• Support audits, partner reviews, and regulatory inquiries
• Build, manage, and develop an operations team across enrollment, billing, field ops, and customer support
• Establish clear ownership, expectations, and accountability
• Create a culture of execution, ownership, and continuous improvement

Requirements

• 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 crossfunctionally while owning outcomes
• Strong communicator who can operate credibly with executives and frontline teams
• Prior people leadership experience required

Benefits

• Group medical and dental insurance
• Flexible vacation / PTO policy
• 401(k) plan
• NY based role with hybrid office culture