Manager of 24/7 & Customer Support Operations

GridCARE • Johnson City, TN

10d • $120,000 - $180,000 • Onsite

About The Position

GridCARE is seeking a Manager of 24/7 and Customer Support Operations to establish and lead a new 24/7 operations center in Johnson City, TN, focused on energy management. This role is responsible for the personnel, processes, and performance of the 24/7 desk, which handles real-time energy market operations, customer support and escalations, and digital infrastructure monitoring and incident management. The manager will ensure the desk is adequately staffed with trained operators and that issues are handled appropriately and efficiently. This is a hands-on, foundational role reporting to the VP & GM, Wholesale Markets and 24x7 Operations, involving hiring initial operators, developing training programs, creating procedures, and setting the operational cadence for a round-the-clock facility. Success requires meticulous attention to detail, strong communication and presentation skills, sound judgment in high-pressure or uncertain situations, and effective people management, particularly for a shift-based workforce.

Requirements

• Experience mentoring and managing people who must perform set processes and procedures in a production setting.
• Demonstrated judgment to know when to coach, when to unblock, and when to step in directly.
• Prior roles or responsibilities implementing, documenting, and enforcing policies and procedures with audit trails and real regulatory consequences.
• High school diploma or equivalent.
• Management training of some kind (business degree, military leadership training, certificate program, etc).

Nice To Haves

• Experience in electric utility, energy trading, ISO/RTO, or grid operations (ERCOT, PJM, or other ISO/RTO experience strongly preferred).
• Familiarity with NERC certification requirements or similar regulatory training/compliance frameworks.
• Experience standing up a new team, desk, or facility from scratch.
• Experience with incident management frameworks and tools.
• Bachelor's degree in business, engineering, or a related field.

Responsibilities

• Hire, train, manage, and schedule system operators to cover the operations desk 24 hours per day, 365 days per year.
• Build and maintain a shift schedule that ensures adequate coverage, accounts for PTO/absences, and complies with any applicable rest/fatigue requirements.
• Ensure compliance with energy market operating rules and manuals as well as operator training requirements.
• Work with customers to define, document, train, and maintain specific operating procedures.
• Act as the escalation point for problems, including with hardware, software, and 24/7 desk staffing and personnel issues.

Benefits

• Competitive salary
• performance bonus
• equity
• Comprehensive health, dental, and vision coverage.
• Access to leading academic, industry, and government partners in the AI-energy ecosystem.
• Relocation support may be available for the right candidate.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED