Manager, eMSP and OCPI Operations North America

As the Manager of eMSP and OCPI Operations North America at ChargePoint, you will manage technical support operations, ensuring seamless service for over 800,000 charging ports. Your responsibilities include troubleshooting technical issues for partners and customers, system monitoring, overseeing API configurations, and developing processes that enhance operational efficiency. You’ll also engage with cross-functional teams to resolve incidents and maintain documentation.

To qualify for the Manager, eMSP and OCPI Operations North America role at ChargePoint, candidates should have 3-5 years of B2B experience in a technical support role, ideally within a SaaS, automotive, or Cleantech context. Familiarity with SQL databases, APIs, and software tools like Jira and Salesforce is preferred. Excellent communication skills in English, and additional languages like Spanish or French will enhance your candidacy.

In the role of Manager, eMSP and OCPI Operations North America, you will contribute significantly to ChargePoint's mission by providing exceptional customer support and enhancing the operation of our EV charging network. Your problem-solving skills will directly impact the user experience by resolving technical issues, thus promoting wider adoption of electric mobility solutions.

At ChargePoint, we nurture a positive and inclusive work environment where team members are encouraged to live our values of collaboration and innovation. The Manager of eMSP and OCPI Operations North America can expect a flexible remote work culture, with opportunities for international travel to collaborate with partners and stakeholders, ensuring a vibrant team dynamic.

Absolutely! ChargePoint supports career growth, particularly in the Manager, eMSP and OCPI Operations North America role. As you demonstrate your capabilities in managing teams and enhancing operational effectiveness, there are opportunities to grow within the company, potentially into higher managerial roles and leadership positions.

When managing operations, prioritization is key. I analyze ticket severity and impact on customers and partners. I focus on high-severity issues first, ensuring swift resolutions while maintaining clear communication and setting expectations with involved parties.

My experience with APIs includes hands-on integration and troubleshooting, particularly with charging-related protocols like OCPI. I understand how vital APIs are for seamless partnerships and ensure configurations are adequately tested and documented to support operational needs.

Fostering effective cross-functional collaboration requires open communication and mutual respect. I schedule regular check-ins with teams, promote shared goals, and actively seek feedback to ensure alignment and address challenges promptly.

I approach problem-solving methodically by first gathering data and understanding the issue context. I use tools for root cause analysis and involve relevant stakeholders to brainstorm solutions, ensuring that we not only resolve immediate problems but also implement preventive measures.

In a previous role, we faced a significant system outage. I led our response team, communicating promptly with stakeholders to provide updates while we worked. By coordinating our efforts and documenting all steps, we resolved the issue quickly and implemented long-term solutions to prevent recurrence.

I have extensive experience with CRM tools like Salesforce for tracking customer interactions, managing tickets, and ensuring timely follow-ups. Using data analytics within these platforms, I’ve been able to identify trends and areas for improvement in service delivery.

I ensure my team stays informed by scheduling regular training sessions, sharing relevant articles, and discussing insights during team meetings. Encouraging professional development through conferences and workshops also keeps everyone updated on the latest market trends.

My experience with incident response planning includes developing protocols for escalation, communication strategies, and recovery actions. I believe in regular drills and documentation to ensure that all team members are prepared to act swiftly in case of an incident.

Success in my role is measured by resolving issues efficiently and maintaining high customer satisfaction ratings. I also track team performance metrics and seek continuous improvement through regular feedback loops and learning opportunities.

I want to work for ChargePoint because of its commitment to innovation in e-mobility and sustainability. Being part of a team that is shaping the future of electric transportation aligns with my values, and I am excited about the opportunity to contribute to this transformational industry.