Head of Operations

David Energy•New York, NY

1d•$175,000 - $210,000•Hybrid

About The Position

David Energy is creating a new kind of power company. Traditional Retail Electricity Providers (REPs) are outdated, opaque, and painful for customers to engage with. We use software to monitor our customers' real-time energy usage, and we aggregate and analyze that data to maximize the value they get from their energy assets – batteries, EVs, HVAC systems and other distributed energy resources (DERs) via participation in energy markets. Our mission is to run the grid on clean energy 24/7. 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.

Requirements

7–10 years of experience owning complex, execution-heavy operations in a scaling company
Direct experience leading complex back office operations in a data-intensive or regulated environment
Experience overseeing hardware deployments, field operations, or physical infrastructure implementations
Strong team builder who is comfortable being hands-on while building systems that can scale
Strong analytical and systems mindset, with experience using data to manage performance (SQL preferred)
Able to partner closely crossfunctionally while owning outcomes
Strong communicator who can operate credibly with executives and frontline teams
Prior people leadership experience required

Responsibilities

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, and develop an operations team across enrollment, billing, field ops, and customer support
Establish clear ownership, expectations, and accountability
Create a culture of execution, ownership, and continuous improvement