Senior Customer Experience Manager, OhmConnect
$90-130k
More information about location
Home energy management solutions
Job no longer available
Home energy management solutions
21-100 employees
Job no longer available
$90-130k
More information about location
21-100 employees
Company mission
OhmConnect's mission is to improve the lives of people and the health of the planet.
Role
Who you are
- You’ve successfully led a remote team of 5+ people in a fast-paced environment. Bonus if it was customer facing in a B2C environment
- You’re biased to streamline operations, whether through process design, leveraging technology, or optimizing workflows, you make teams run better
- You’re comfortable navigating unknowns and operating with less than perfect information. This includes building solutions ‘in draft’ that get better over time
- You roll up your sleeves to pitch in and know how to scale your impact
- You champion teammates and have promoted multiple direct reports
- Reporting, data-driven decisions, navigating stakeholders, curating presentations… you know the drill
- You value the full customer experience and don’t get distracted by the metrics of metrics
- You embrace new ideas
- You have outstanding written and verbal communication
- P.s. You might not have a Customer Experience background - and you’re applying to join a world-class Customer Experience team working towards 100% clean energy for everyone because it’s the most exciting place to be!
What the job involves
- Work closely with the Director of Customer Experience and our Customer Experience Leadership Team to lead a high-performance team with an incredible culture to deliver remarkable experiences for our customers
- Lead a team of 5-7 Energy Ambassadors in a fun, collaborative, high-performance environment as part of a broader Customer Experience team
- Your team supports a complex, technical product across geographies and customer channels. You are accountable for their workload, reporting, and performance, leveraging shared workflows and best practices to provide delightful experiences to our customers
- You support and advocate for your team’s growth, providing actionable feedback, hosting weekly 1:1s, and leading quarterly performance reviews
- You lead and improve daily operations of the Customer Experience team, scaling our impact across 4 functions: Customer Care, Customer Success, Service Recovery, and Customer Sentiment. This could include optimization from trend analysis, communications, content, technology, education, and so on
- You improve reporting across the Customer Experience team, helping us measure what matters and translating insights into action
- You collaborate on the best ideas to improve the full customer experience, and work with cross-functional teams to design and implement them
- You work with the Director of Customer Experience and our Customer Experience Leadership Team to provide input and execute on the strategy to achieve our goals
- You uphold and invest in our team’s incredible culture
- Bonus: There is a depth of leadership opportunities. We’ll customize them based on your expertise and goals
Our take
OhmConnect provides incentives for its customers to reduce electricity consumption during certain peak-usage times. It targets times when "peaking" power plants are turned on to supplement the grid. These plants tend to have higher carbon emissions than typical facilities, and cutting energy demand reduces the need to switch them on.
It sends its customers texts and emails reminding them to take simple actions such as turning off unnecessary lights, setting their thermostats, and curtailing energy use by spending peak-energy times doing other activities. The company pays its customers for saving electricity when the grid is stressed, saving customers money while also relieving the pressure on the energy grid.
OhmConnect serves many thousands of households in both the US and Australia, and is constantly improving its offering - for example bringing in integrations with Google Home and Amazon Alexa. It raised funds back in 2022 that helped fuel expansion into new markets, as well as support making residential energy more flexible, and helping prevent blackouts.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2022
$55m
SERIES D
Dec 2020
$20m
SERIES C
Total funding: $90m
Company benefits
- Fully remote work environment
- Home office set-up allowance
- Medical, dental, vision, life and disability
- Stock options
- Unlimited paid vacation
- Parental leave
- Opportunity to help design and implement the accounting operations to support a mission-driven startup that’s building a carbon-neutral world
- Opportunity to work with amazing people who are passionate about reversing climate change
Company HQ
Uptown, Oakland, CA
Leadership
Matt Duesterberg
(President)Joined DC Energy as an Associate after graduating from Stanford with a Master's Degree in Mechanical Engineering. Was CTO of kWh Analytics. Founded OhmConnect and was its first CEO and CRO before stepping into the President role.
Curtis Tongue
(CSO)Studied at Berkeley and then joined Bleu Marketing Solutions as an Account Director. Founded sustainability startup karbonkarma in 2012.
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