Head of Operations

About David Energy David Energy is creating a new kind of power company. Traditional Retail Electricity Providers (REPs) are outdated, opaque, and painful for customers to engage with. We use software to monitor our customers' real‑time energy usage, and we aggregate and analyze that data to maximize the value they get from their energy assets – batteries, EVs, HVAC systems, and other distributed energy resources (DERs) via participation in energy markets. Our mission is to run the grid on clean energy 24/7. We’re looking for a highly accountable, execution‑driven, technical Head of Operations to own and scale the company’s field operations, hardware implementation, enrollment operations, billing operations, and customer support during a critical growth phase. Reporting to the COO, the Head of Operations is responsible for building the operational foundation that supports rapid deployment of permissionless DER’s, accurate enrollment, correct billing, and reliable customer support as the business scales. This role is hands‑on and close to the work, with direct ownership of execution today and responsibility for building systems, processes, and teams that will support the company as complexity increases. You will work in tight partnership with Product, Engineering, and Sales to ensure hardware, systems, and workflows are designed for real‑world execution, auditability, and scale – not manual heroics. 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 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 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 Compliance, Risk & Controls 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 the Operations Function 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 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 #J-18808-Ljbffr