Jobs and Careers
UP
Program Operator, Flex Operations
UplightUnited States, United Statesfull_timeVerifiedPosted 20 May 2025
💰 $68,000/yr($54,000/yr – $68,000/yr)
About the role
The Position Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.We are seeking a Program Operator to join our team and help us achieve our ambitious goals for our business and for the planet.How you will make an impact:The Program Operator is an entry-level position responsible for supporting and executing operational tasks for a small number of less complex programs. The Program Operator will be the front line customer support for our utility clients - answering questions directly from utility customers to ensure quick resolution, helping maximize program participation, while maintaining the highest customer satisfaction. This role requires minimal experience and works under close supervision while gradually developing autonomy on low-complexity tasks. The Program Operator is expected to meet routine deadlines, prioritize multiple deliverables effectively, and proactively identify barriers to program outcomes. This role is ideal for individuals eager to learn, with strong problem-solving skills and effective communication abilities.Key Responsibilities:
- Provide professional Tier 1 customer support for Virtual Power Plant (VPP) programs, ensuring high-quality service that represents utility clients and programs.
- Address Tier 2 customer support ticket escalations, ensuring resolution meets or exceeds ticket SLAs.
- Execute manual operational processes while maintaining an understanding of the broader operational framework to enable effective problem-solving.
- Document manual processes to support knowledge sharing and process standardization.
- Provide on-call support across programs during event seasons, effectively communicating with stakeholders and following identified escalation paths.
- Train and support contractors to ensure consistent program execution.
- Independently and proactively manage the timeliness of tasks and deliverables.
- Ensure clear and effective communication across appropriate channels to support program success.
- Establish and maintain strong relationships with internal and stakeholders, clarifying priorities for bug fixes and engineering support.
- Provide secondary support on a few, low complexity programs
- Answer customer inquiries and drive resolution to customer requests in a timely manner.
- Apply critical thinking to identify, define, triage, and assess problems, ensuring meaningful solutions that keep programs on track.
- Monitor and report on dispatch success of demand management events to ensure efficiency and program effectiveness.
- Leverage system and backend process knowledge to solve problems and provide feedback on products and services.
- Build and maintain collaborative relationships with team members to define and achieve key objectives and results.
- Observes client-facing conversations to gain confidence and context.
- Supports internal planning and escalation discussions with manager and peers.
- Develops foundational communication skills to articulate questions and program issues.
- Entry-level role requiring minimal experience.
- Ability to operate autonomously on low-complexity tasks and seek guidance when necessary.
- Strong time management and prioritization skills to coordinate multiple projects and deliverables effectively.
- Excellent problem-solving mindset; demonstrates curiosity by asking questions and seeking guidance on issue escalation.
- Effective communication skills, including planning discussions, clear articulation of questions/issues, and appropriate escalation.
- Basic understanding of operational tools and processes, with a willingness to update documentation and suggest improvements.
- Fundamental knowledge of the product, its purpose, and functionalities.
- Collaborative team player with a proactive approach to supporting team learning and shared success.
- Strong initia
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s