Service Operations Manager

What’s The Role

Shell is looking for a Service Operations Manager to oversee the successful operation of the Shell Recharge North America public charging network. The Shell Recharge network consists of hundreds of electric vehicle fast-charging stations at gas stations, standalone hubs, and retail destinations across the United States and Canada.

The Service Operations function consists of internal service professionals as well as a portfolio of third-party maintenance partners, and together the team is responsible for ensuring best-in-class station availability and customer experience across the network. You will directly manage a team that consists of Network Operations Center (NOC) Specialists that monitor, diagnose and dispatch resolutions for chargers across the network; Production Specialists that commission new stations and partner with internal and external product development/support functions to drive product improvements and bug fixes across the technology stack.

Accountabilities:

- Oversee the commissioning, operation, and maintenance of the network

- Responsible for managing the budget for all workstreams in the Service Operations organization

- Responsible for vendor relationships and optimizing their performance on an ongoing basis

- Identify and triage gaps and deficiencies across the charging solution stack, playing a critical role in partnering with both internal and external product and engineering groups to achieve and maintain high in-service and customer success metrics

- Partner closely with Shell’s Deployment function to commission newly constructed stations as they become operational

- Collaborate closely with Shell’s Marketing and Technology teams to deliver insights and analysis that enable Shell to serve its customers better, more broadly, and with a higher rate of success

What You Bring

- Must have legal authorization to work in the US on a full-time basis for anyone other than current employer

- Bachelor’s Degree is a plus

- At least 10 years’ relevant professional experience in applicable electrical, mechanical, or operations settings, including 5 years’ experience managing teams or programs

- At least 5+ years of experience managing or partnering with service vendors, preferably on a national scale for a product family that includes hardware and software scope

Preferred Qualifications:

- Experience with Chargers/EVSE (Electric Vehicle Supply Equipment) and their back-end infrastructure

- Fluent in open charge point protocols, interfaces, and the charger technology ecosystem

- Significant experience with Salesforce, Business Intelligence tools, Microsoft product suite

Note: This role is a virtual position based in the US

What We Offer

The base salary range for this position is $146,000.00 - $218,000.00 per year. Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives. For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays. Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html.

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

- Progress as a person as we work on the energy transition together

- Continuously grow the transferable skills you need to get ahead

- Work at the forefront of technology, trends, and practices

- Collaborate with experienced colleagues with unique expertise

- Achieve your balance in a values-led culture that encourages you to be the best version of yourself

- Benefit from flexible working hours, and the possibility of remote/mobile working

- Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.

- Take advantage of paid parental leave, including for non-birthing parents

- Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply

- Grow as you progress through diverse career opportunities in national and international teams

- Gain access to a wide range of training and development programs

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal,

click here . Shell in The United States

Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals and refined products. Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy.

We operate in all 50 states, from our Deep Water platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US.

We reach our customers through our 13,000 branded retail stations, and we are number 1 in gasoline sales. We also own the #1 brand of motor oil in the U.S. – Pennzoil® – made from natural gas.

We are excited to play a key role in the move to net carbon emissions while providing the oil and gas needed by society for many decades to come.