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

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

Benefits

Group medical and dental insurance
Flexible vacation / PTO policy
401(k) plan
NY based role with hybrid office culture

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

enrollment operationsbilling operationsoperational controlsroot-cause analysisKPI developmentsupply chain managementprocess designSOP developmentdata analysisSQL

Soft skills

team buildinghands-on leadershipanalytical mindsetcross-functional collaborationcommunicationexecutionownershipcontinuous improvementproblem-solvingaccountability