Senior Manager Customer Experience

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

Senior Director Home & Mobility Solutions

What You Will Be Doing

The Senior Manager Customer Experience for Home & Mobility Solutions will be responsible for the achieved customer experience in North America regarding home charging solutions. He or she is responsible for the support provided by his or her regional operational CX managers and the Field Service Specialists. Making sure all Home installations taking place in NA as planned and for the installation quality provided by the installation partners/installation aggregators. This includes aggregated reporting on the performance for both internal ChargePoint stakeholders and external Customers on a regular basis.

The objective of this role is to ensure optimal quality is delivered and support is provided to all stakeholder in the journey, being drivers, installation partners and fleet managers (amongst others).

This position requires the ability to create the big picture with regards to the service provided to all stakeholder, making sure the service delivery is consistent throughout NA and take decisions in the best interest of both our customers and installation partner, considering the individual driver's needs.

What You Will Bring to ChargePoint

• Identify needs on the necessary insights to manage partner performance and provide insights on agreed KPI’s towards the customers.
• Ability to collaborate with different levels of internal and external stakeholders (both installers and customers).
• This position handles and is expected to protect all internal confidential information and may need to utilize discretion and judgement based on company policies and procedures.
• Management of our operational teams in NA responsible for managing day to day installation and service projects specific to external installation and service partners or aggregators of external installation and service partners.
• Collaborates with Support management and other internal company resources Such as Product Management, Sales and Sales Operations to create efficient and effective internal procedures and processes to support our customers.
• Pro-actively acts on, communicates and resolves larger customer issues in a timely manner to and with internal and external resources, including customers.
• Manage the customer satisfaction of the different stakeholders in the (onboarding and maintenance) journey by managing the agreed-on service levels.

Requirements

• 10+ years proven People and partner management skills.
• Experience in a role that requires collaborating with different external and internal stakeholders.
• 5+ years relevant experience in customer experience management in a highly competitive and demanding environment.
• Proven written and verbal communicator that can present complex issues and problems into a simply digestible form.
• Capability to switch from a strategical level to an operational level to manage the complex landscape of customers versus vendors but can also drill down to a practical/individual level and manage execution.
• Experience in customer journey mapping and process redesign on a very practical level.
• Self-motivated, able to work independently and under pressure, to accomplish tasks on time and with high quality results.
• Ability to set the right priorities and ability from high level conversations to individual project details.
• Hands on mentality when required.
• Willingness to trav