Program Operator

Uplight

13d•$55,000 - $68,000

About The Position

Uplight is creating a new category of energy by developing software that manages energy resources in homes and businesses. This includes smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and user behavior to generate, shift, or save energy. The goal is to balance the grid, making it more efficient and reliable, and creating clean energy capacity instead of relying on fossil fuels. Uplight's solutions aim to accelerate the transition to clean energy and reduce costs for energy customers. The company is seeking a Program Operator to join their team and contribute to their business and environmental goals.

Requirements

Entry-level role requiring minimal experience.
Ability to operate autonomously on low-complexity tasks and seek guidance when necessary.
Strong time management and prioritization skills to coordinate multiple projects and deliverables effectively.
Excellent problem-solving mindset; demonstrates curiosity by asking questions and seeking guidance on issue escalation.
Strong communication skills, including planning discussions, clear articulation of questions/issues, and appropriate escalation.
Basic understanding of operational tools and processes, with a willingness to update documentation and suggest improvements.
Collaborative team player with a proactive approach to supporting team learning and shared success.
Strong initiative and accountability in achieving program outcomes.
Ability to interact with cross-functional teams and seek guidance on operational capabilities when necessary.
Willingness to learn how to use project management tools and methodologies such as Jira/Confluence, Asana, Excel, Figma, Lucid. Comfortable with process flow diagramming.
Willingness to learn and gain technical proficiency with tools such as Excel, Sublime, AWS S3, CRM platforms, VS Code, Redash, DataDog.
An eagerness to learn about Uplight’s products and alignment with our foundational goals.

Responsibilities

Address Tier 2 customer support ticket escalations, ensuring resolution meets or exceeds ticket SLAs.
Execute operational workflows, including manual processes that support program delivery where platform automation is unavailable or evolving.
Document operational processes, identify opportunities for standardization and automation, and provide feedback to improve scalability and efficiency.
Provide on-call support across programs during event seasons, effectively communicating with stakeholders and following identified escalation paths.
Train and support contractors to ensure consistent program execution.
Prioritize competing operational work across multiple programs while meeting established SLAs and delivery timelines.
Ensure clear and effective communication across appropriate channels to support program success.
Establish and maintain strong relationships with internal stakeholders, clarifying priorities for bug fixes and engineering support.
Support day-to-day operations for a portfolio of lower-complexity programs while building expertise to take on additional ownership over time.
Apply critical thinking to identify, define, triage, and assess problems, ensuring meaningful solutions that keep programs on track.
Support successful execution of demand management events by monitoring event performance and communicating operational issues.
Build and maintain collaborative relationships with team members to define and achieve key objectives and results.