Director of Support Operations

The Opportunity

InCharge Energy is seeking a Director of Support Operations to lead and grow our support organization, including call center operations, while driving operational excellence and a customer-first approach. This role is critical in ensuring timely, professional, and effective resolution of customer issues across hardware, software, and network systems. The ideal candidate brings a blend of people leadership, operational process improvement skills, and technical knowledge to foster a high-performing, customer-centric support organization.

This is an excellent opportunity for an experienced leader who thrives in a fast-paced environment and is passionate about delivering an outstanding customer support experience while building and mentoring a growing team. This role reports to the VP of Support Operations. This is a full-time position and requires daily presence in the Richmond, VA office.

What You’ll Do

• Develop and execute strategies to enhance the effectiveness and efficiency of support operations, including in-house and outsourced call center operations
• Oversee support systems, tools, and processes to ensure seamless customer interactions across all support channels
• Lead, mentor, and scale a high-performing support operations team
• Analyze support metrics and KPIs to identify trends, drive data-driven decisions, and implement improvements
• Collaborate cross-functionally with product, engineering, customer success, and service teams to ensure alignment and issue resolution
• Implement best practices for workforce management, quality assurance, and training programs
• Optimize self-service channels and automation initiatives to reduce inbound demand while enhancing customer satisfaction
• Manage the support operations budget, ensuring cost-effectiveness while maintaining service excellence
• Provide strategic oversight and performance management for outsourced and offshore support partners, ensuring service levels and quality standards are consistently met
• Lead and align Network Operations Center (NOC) activities to ensure proactive monitoring and effective escalation across hardware, software, and network systems
• Oversee asset management and dispatch operations to support timely and efficient issue resolution
• Establish clear operating models, SLAs, and accountability frameworks across support operations and partner teams

Your Experience and Capabilities

• 8+ years of experience in customer support operations or a similar role, with at least 3 years in a leadership position
• Proven track record in building and scaling support operations, including call center environments, in a fast-paced organization
• Experience managing outsourced or offshore support teams and vendors
• Demonstrated experience overseeing or partnering closely with Network Operations Centers (NOC), dispatch, and asset management teams
• Strong analytical skills and proficiency in support platforms and reporting tools (e.g., Salesforce, Power BI)
• Strong understanding of end-to-end support operations, from intake and monitoring through dispatch, resolution, and post-incident analysis
• Exceptional leadership, communication, and stakeholder management abilities
• Experience with workforce management, quality assurance, and process optimization
• Customer-focused mindset with a passion for delivering exceptional support experiences