Head of Operations

ABOUT DAVID ENERGY David Energy is creating a new kind of power company. We offer cheaper and cleaner energy than traditional Retail Electricity Providers (REPs) can, and we do so economically because we can tap into renewable supply (e.g. solar) and controllable capacity (e.g. batteries) anywhere it exists, including "behind" customers’ electricity meters. We’re a series A company aiming to run the grid on clean energy 24/7/365. We’re rapidly scaling our "Beat the Utility" product which guarantees small commercial customers that their total electric spend will be less than their incumbent utility. We can make this guarantee because our technology and risk management unlock value that is not available to the utility. We're currently operating in NYC (NYISO Zone J) and scaling toward hundreds of new customer locations per month, with plans to expand to additional zones and ISOs across the Northeast. We’re looking for a highly accountable, execution-driven, technical Head of Operations to own and scale the company’s field operations, hardware implementation, enrollment operations, billing operations, and customer support during a critical growth phase. Reporting to the COO, the Head of Operations is responsible for building the operational foundation that supports rapid deployment of permissionless DER’s (e.g. Batteries and Thermostats), accurate enrollment, correct billing, and reliable customer support as the business scales. This role is hands-on and close to the work, with direct ownership of execution today and responsibility for building systems, processes, and teams that will support the company as complexity increases. You will work in tight partnership with Product, Engineering, and Sales to ensure hardware, systems, and workflows are designed for real-world execution, auditability, and scale-not manual heroics. WHAT YOU’LL DO OWN ENROLLMENT & BILLING OPERATIONS - Own end-to-end enrollment and billing operations, from readiness and submission through usage validation, invoicing, and exception resolution - Ensure high accuracy, timeliness, and consistency across enrollment and billing processes - Design and implement operational controls, reconciliations, and monitoring to prevent defects and surface issues early - Develop and own enrollment and billing operational metrics and KPIs and lead root-cause analysis and remediation when performance slips OWN FIELD OPERATIONS, HARDWARE IMPLEMENTATION, AND PROCUREMENT - Own hardware implementation and field operations, including installation readiness, commissioning, and handoff to steady-state operations - Build and maintain field playbooks, installation standards, and deployment workflows - Manage installers, hardware vendors, and field service partners, including SLAs and performance accountability - Resolve deployment failures, commissioning issues, and field-driven escalations - Own battery and thermostat procurement and supply chain management LEAD CUSTOMER SUPPORT OPERATIONS - Own Customer Support as an operational function integrated with enrollment, billing, and field operations - Design support workflows for enrollment issues, billing questions, and hardware incidents - Establish SLAs, tooling, and escalation paths to ensure timely resolution - Use support data to identify systemic issues and drive permanent fixes BUILD OPERATIONAL RIGOR FOR SCALE - Define and own KPIs, operating rhythms, and escalation frameworks across operations - Reduce manual work, rework, and customer-impacting errors through better process and system design - Build SOPs and documentation that support training, audits, and business continuity COMPLIANCE, RISK & CONTROLS - Ensure enrollment, billing, field operations, and support comply with applicable regulatory, contractual, and safety requirements - Identify operational risks and implement controls appropriate for a scaling organization - Support audits, partner reviews, and regulatory inquiries BUILD THE OPERATIONS FUNCTION - Build, manage, an