Dispatch & Customer Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the initial responder to any incoming market signals, dispatch notifications, or communications from grid operators — prioritize and execute immediately.

• Facilitate all internal coordination during a dispatch event: activate the portfolio, align the AGent team, provide real-time status updates, and ensure flawless delivery.

• Monitor market alerts and high-alert scenarios, keeping the internal team informed and ready to respond.

• Conduct and coordinate dispatch verification tests, including seasonal portfolio assessments for market compliance.

• Document lessons learned after each dispatch event; track and address any customer-related issues that may arise.

• Regularly audit offer portfolios to identify suboptimal schedules, sites not participating in the market, or incorrect kW offer values.

• Assist the Energy Markets team with offer management and real-time market optimization during dispatch periods.

• Manage the dispatch readiness calendar — ensure all customers are tested, validated, and ready well ahead of seasonal start dates.

• Create and communicate seasonal readiness updates to customers prior to peak dispatch times.

• Monitor customer participation performance and proactively resolve gaps before they escalate into issues.

• Maintain accurate and current records of customer site status, program enrollment, and readiness in HubSpot.

• Oversee the end-to-end onboarding process for new customers: from contract signing to market entry and first dispatch.

• Act as the primary point of contact for customers throughout the onboarding process and early account lifecycle.

• Collaborate cross-functionally with Field Engineering, Energy Markets, and Sales to ensure a smooth customer experience and effective internal handoffs.

• Organize and lead onboarding check-ins and status updates with customers and internal teams.

• Ensure timely collection of interval data, site information, and documentation necessary for market registration.

• Assist customers and the sales team with account-related inquiries beyond the onboarding phase.

• Develop processes, playbooks, and templates that will shape AGent's customer success function as the company expands.

• Eventually recruit and manage a small team of customer success associates as the portfolio increases.

• Own HubSpot as the primary system for customer accounts. From signed customer agreements to payments, this role will manage all necessary HubSpot processes and data, maintaining high standards of data hygiene.

• Collaborate with the Head of Operations to streamline internal data flows and create reports that provide leadership with real-time insights into portfolio health.

• Contribute to process documentation across dispatch operations and customer success initiatives.

• Identify and implement tools and automation solutions that minimize manual tasks and enhance operational efficiency.

• Utilize Claude AI to draft customer communications, create process documentation, synthesize market information, and scale output within the role.

• Adopt a continuous improvement mindset regarding how AI can minimize repetitive tasks and enhance quality across operations.

⛳️ Requirements

• Experience in dispatch operations, demand response, customer success, or energy market operations, preferably at a VPP, DER aggregator, or similar organization.

• Proven ability to perform effectively under pressure: you have been responsible for executing during live events and understand that experience.

• Excellent cross-functional collaboration skills: you can seamlessly work with engineering, commercial, and market operations teams.

• Experience in managing customer onboarding and account support, demonstrating a strong sense of ownership and follow-through.

• Familiarity with HubSpot, or a demonstrated ability and enthusiasm to quickly become proficient.

• Knowledge of Claude AI or other AI tools, along with a genuine interest in leveraging AI to enhance your work.

• Exceptional attention to detail: you notice what others may overlook and ensure that nothing slips through the cracks.

• Strong written and verbal communication abilities: you can compose clear customer emails and conduct efficient internal meetings.

• Highly organized with the capability to instantly shift priorities when a dispatch or market event requires it.

• Preferred:

• Direct experience with wholesale energy market programs (PJM, MISO, NYISO, ISONE, ERCOT, or similar).

• Familiarity with distributed generation assets, backup/standby generators, or distributed energy resources.

• Experience creating customer success processes or playbooks from the ground up.

• Comfort with and willingness to learn data tools (Google Sheets, SQL, or Python) for performance monitoring and reporting.

🏝️ Benefits

• 100% employer-covered Health, Dental, and Vision premiums for full-time employees.

• Two health plan options: a traditional plan with FSA, or an HDHP with a company-funded HSA.

• Basic Term Life Insurance plus voluntary insurance options.

• Flexible Paid Time Off (PTO).

• Fully remote work — operate from anywhere within the U.S.

• Direct access to the founding team and real ownership of your work from day one.