David Energy

Operations

• Manage and execute day-to-day back office operations activities
• Analyze retail operations data to identify trends, patterns, and opportunities for improvement.
• Develop and implement strategies to optimize retail processes, enhance efficiency, and drive cost savings.
• Collaborate with cross-functional teams to streamline workflows and improve operational performance.
• Support special projects and initiatives to drive business growth and operational excellence.
• Assist with regulatory reporting and research in all markets staying abreast of industry trends, regulatory changes, and emerging technologies.
• Act as the main point of contact for utility companies and manage the submission and tracking of service tickets and inquiries.
• Communicate directly with customers via email and phone as needed.
• Collaborate with and respond to ad hoc requests within the organization.

Retail Operations Analyst

• 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 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
• 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
• 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
• 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, 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

Retail Operations Analyst

Head of Operations