Dispatch & Customer Operations Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Dispatch & Customer Operations Manager at AGent Energy optimizing energy resources through effective customer operations and dispatch coordination.
Responsibilities:
- Be the first responder to any inbound market signal, dispatch notification, or grid operator communication — drop everything and execute
- Lead all internal coordination during a dispatch event: activate the portfolio, align the AGent team, communicate status in real time, and drive toward a flawless delivery
- Monitor market alerts and high-alert conditions, keeping the internal team informed and prepared to act
- Conduct and coordinate dispatch verification tests, including seasonal portfolio testing for market compliance
- Capture lessons learned after every dispatch event; track and resolve any customer issues that arise
- Audit offers portfolios regularly to identify suboptimal schedules, sites not in market, or incorrect kW offer values
- Support the Energy Markets team with offer management and real-time market optimization during dispatch windows
- Own the dispatch readiness calendar — ensure all customers are tested, validated, and prepared well ahead of seasonal start dates
- Create and deliver seasonal readiness communications to customers ahead of peak dispatch periods
- Monitor customer participation performance and proactively address gaps before they become issues
- Maintain accurate, up-to-date records of customer site status, program enrollment, and readiness in HubSpot
- Manage new customer onboarding end-to-end: from signed contract through market entry and first dispatch
- Serve as the primary point of contact for customers throughout onboarding and early account lifecycle
- Partner cross-functionally with Field Engineering, Energy Markets, and Sales to deliver a seamless customer experience and ensure clean internal handoffs
- Schedule and lead onboarding check-ins and status updates with customers and internal stakeholders
- Ensure timely collection of interval data, site information, and documentation required for market registration
- Support customers and the sales team with account-related questions beyond onboarding
- Build the processes, playbooks, and templates that will define AGent's customer success function as the company scales
- Eventually hire and manage a lean team of customer success associates as the portfolio grows
- Own HubSpot as the system of record for customer accounts. From signed customer agreement through payments, this role will own all of the required Hubspot processes and data and must maintain rigorous data hygiene
- Work with the Head of Operations to tighten internal data flows and build reporting that gives leadership real-time visibility into portfolio health
- Contribute to process documentation across dispatch operations and customer success
- Identify and implement tools and automation that reduce manual work and improve operational efficiency
- Actively use Claude AI to draft customer communications, build process documentation, synthesize market information, and scale output across the role
- Bring a continuous improvement mindset to how AI can reduce toil and increase quality across operations
Requirements:
- Experience in dispatch operations, demand response, customer success, or energy market operations: ideally at a VPP, DER aggregator, or similar company
- Demonstrated ability to perform under pressure: you've been the person responsible for executing during a live event and you know what that feels like
- Strong cross-functional collaboration skills: you can work seamlessly with engineering, commercial, and market operations teams
- Experience managing customer onboarding and account support with a strong sense of ownership and follow-through
- HubSpot experience, or demonstrated ability and eagerness to become proficient quickly
- Familiarity with Claude AI or other AI tools, with a genuine interest in using AI to scale your work
- Exceptional attention to detail: you catch what others miss and you don't let things fall through the cracks
- Strong written and verbal communication skills: you can write a clear customer email and run a tight internal standup
- Highly organized with the ability to shift priorities instantly when a dispatch or market event demands it
- Preferred
- Direct experience with wholesale energy market programs (PJM, MISO, NYISO, ISONE, ERCOT or similar)
- Familiarity with distributed generation assets, backup/standby generators, or distributed energy resources
- Experience building customer success processes or playbooks from scratch
- Comfort with and learning data tools (Google Sheets, SQL, or Python) for performance monitoring and reporting
Benefits:
- 100% employer-paid Health, Dental, and Vision premiums for full-time employees
- Two health plan options: traditional plan with FSA, or HDHP with company-funded HSA
- Basic Term Life Insurance + voluntary insurance options
- Flexible PTO
- Fully remote — work from anywhere in the U.S.
- Direct access to the founding team and real ownership of your work from day one
Similar Jobs
Wholesale Operations Analyst
Wholesale Operations Analyst supporting order processing and inventory visibility for Trulieve. Collaborating across sales, logistics, and customer teams to ensure smooth operations.
Research Operations Coordinator
Project Specialist at ICON supporting planning and execution of clinical trials in healthcare. Collaborating with project managers and cross-functional teams to ensure efficient project operations.
Neuropsychiatry Access and Reimbursement Manager
Access and Reimbursement Manager ensuring patient access to products and positive customer experience. Collaborating with healthcare providers and stakeholders in fulfilling processes related to PPD therapy.
Dealer Service Center Operations Intern
Intern supporting the Dealers Service Center operations handling administrative tasks and process improvements. Remote position for students at specific universities with flexible hours.
Operations Director – Safe Care
National Operations Director leading operational performance and strategic leadership for mental health patient transport services across the UK. Ensuring safe, reliable, and patient-centered transport delivery while maintaining regulatory compliance and financial performance.
Site Manager, Datacenter Operations
Site Manager leading operations and managing teams across multiple datacenters in the U.S. Focused on driving operational strategy and execution excellence for datacenter infrastructure.
Company Strategy and Operations
Senior operator optimizing operations at Stripe by building scalable systems for planning and execution. Lead continuous improvement initiatives and cross-functional collaboration with senior leaders.
System Analyst – Customer Data, Core Banking Operations
System Analyst focusing on customer data and banking operations. Collaborating with operations teams to design efficient processes while ensuring compliance.
OPS Manager, Project Lead
OPS Manager managing project environment, team performance, and profitability at TP Skopje. Leading development and communication with clients to exceed quality standards and KPI objectives.
Operations Manager
Operations Manager responsible for managing operations teams at TaskUs. Leading departmental collaboration and driving best practices for performance and engagement.
Director, Field Operations – Service Delivery
Director of Field Operations at Fluid2Chip managing operational structure and team performance. Ensuring project delivery consistency while leading field services in a growing technical organization.
Process Improvement Technician
Técnico em Melhoria de Processos com responsabilidades em monitoramento e controle de chamados. Atua remotamente na SONDA, focando na qualidade e montagem de processos eficientes.
Operations Analyst
Business Operations Analyst managing delivery workflows and M&A onboarding. Collaborating with cross-functional teams in a consulting environment for operational excellence.
Fire Protection – Field Operations Director
Fire Protection - Field Operations Director at Mullins Mechanical responsible for managing customer relationships and overseeing construction operations. Leading project execution and ensuring compliance with quality and safety standards.
Operations Specialist
Remote Operations Specialist managing BVLOS drone operations for Raptor Maps' solar projects. Ensuring safety compliance and developing operational systems within the Remote Operations Center.
Manager Operational Excellence
Operational Excellence Manager leading the Customer Experience & Enablement teams at BCD Travel. Driving operational excellence and client satisfaction through effective management and technology use.
Associate Director, Commercial Infrastructure, Operations
Associate Director managing commercial data operations and supporting technology at BeOne. Collaborating across teams to ensure high-quality data management and platform efficiency.
Senior Manager, Field Technical Operations
Senior Manager overseeing daily operations and technical support for Field Tools in North America. Responsible for managing service quality and continuous improvements in Field Applications.
Development Operations Analyst
Development Operations Analyst supporting The Obama Foundation’s fundraising team with data entry and operational efficiency. Collaborating with various teams to maintain high-quality donor records and reporting.
NeuroPsych Account Specialist
Account Specialist responsible for promoting Neurocrine products and managing relationships with healthcare providers. Focusing on sales strategies and customer education for product growth.