Director of Customer Operations

Описание вакансии

Overview

As the Director of Customer Operations at Copper, you will build and scale the engine that moves our battery-enabled induction stoves from the factory floor to fully commissioned installation, and you will ensure they perform reliably over their entire lifecycle.

Reporting to the COO, you will design and lead Copper’s end-to-end fulfillment and service ecosystem: order readiness, freight coordination, installation, commissioning, field support, parts logistics, partner training, remote diagnostics, and closed-loop quality feedback into Manufacturing and Engineering.

This is not a traditional appliance service role. Copper’s products are connected, battery-enabled, software-integrated hardware systems deployed across residential environments. Scaling this fleet will require technical fluency, operational rigor, and deep respect for the people who represent our brand in the field.

In this role, you will build a high-trust national network of installation and service partners, many of them small, hands-on businesses, who will become true extensions of Copper. You will ensure that every stove is installed safely, commissioned correctly, and supported predictably as our fleet grows. This will be a down-to-earth role that is as much about relationships as it is logistics. It will require deep respect for the people who run and work at small service, installation, and maintenance businesses across the country.

You will build close relationships and partnerships as you create a web of providers that become extensions of our company. You will seek out partners who are most aligned with how we want our customers to be cared for. You will bring a calm, welcoming, proactive presence and an incredible attention to detail and the ability to put out fires and address issues swiftly, with an unwavering sense of “we got you.” You will view your “team” as inclusive of our service network partners, and you will treat them with the same care and accountability as internal teammates.

We value a diverse workplace, and are assembling our team to match these values at this early stage. We especially welcome different backgrounds, experiences, abilities, and perspectives, and strongly encourage people of all ethnic backgrounds and genders to apply.

What You’ll Do

Architect and Scale the Fulfillment Engine

• Design Copper’s end-to-end order-to-commissioning operating model (order readiness → freight → installation → commissioning → closeout).
• Establish installation capacity planning models aligned to sales forecasts and geographic expansion.
• Reduce installation cycle time, variability, and reschedules.
• Define ownership across Supply Chain, Customer Experience, and Service to eliminate handoff friction.
• Create visibility into fulfillment cost, margins, and operational risk.

Build and Lead the Service Network

• Develop a national network of high-trust installation and service partners.
• Design partner onboarding, training, certification, and performance management systems.
• Set SLAs, escalation paths, and quality standards that reflect Copper’s customer-care philosophy.
• Ensure consistent service performance across residential, multifamily, and commercial deployments.

Enable a Fleet-Scale, Connected Service Model

• Leverage telemetry, diagnostics, and firmware tools to proactively manage fleet health.
• Reduce unnecessary site visits through remote triage and structured escalation models.
• Design service tooling, dashboards, and signal taxonomy to improve data quality.
• Ensure commissioning rigor (connectivity validation, firmware checks, system health verification).

Create a Closed-Loop Quality System

• Capture and synthesize field failures, installation variability, and usage patterns.
• Feed actionable insights back to Manufacturing, Reliability, and Hardware Engineering.
• Drive RCA processes, service bulletins, firmware updates, and preventive fixes.
• Reduce repeat failures and warranty exposure over time.

Build the Organization and Operating System

• Hire and develop internal service operations and program management leaders.
• Define weekly/monthly operating cadences and executive dashboards.
• Forecast technician capacity, parts demand, and service spend.
• Ensure operational visibility for the COO and executive team.

Develop Customer Success and Customer Experience (CX) strategy and lifecycle management.

• Define, track, and improve core customer satisfaction metrics (NPS, CSAT).
• Manage a team of Customer Support Associates.
• Establish Voice of Customer (VoC) feedback loops to inform product reliability and quality improvements.
• Scale internal Customer Service/Support operations, policies, and tooling (e.g., CRM/Help Desk implementation).

What You’ll Bring

Proven Experience Scaling Fulfillment and Field Service

• 8–12+ years building or scaling service/installation networks for complex hardware products.
• Experience supporting connected, electromechanical, or battery-enabled systems.
• Demonstrated scale from hundreds to thousands of deployed units.

Fluency in service metrics (MTTR, first-time fix, repeat rate, on-time install, cost per install, parts fill rate).

Strong Partner Leadership & Relational Intelligence

• Deep respect for small service businesses and field technicians.
• Track record building high-trust, long-term external partnerships.
• Ability to balance empathy with operational accountability.
• Comfortable representing Copper with humility and credibility in the field.

Technical & Systems Fluency

• Experience using operational and technical data to improve installation and field performance.
• Comfort with diagnostics, telemetry, firmware updates, and connected device ecosystems.
• Ability to translate field realities into engineering and manufacturing improvements.
• Strong understanding of safety, commissioning, and system validation for power electronics or battery-enabled products.

Operational Discipline

• Experience designing fulfillment workflows, capacity models, and escalation governance.
• Knowledge of spare parts strategy, warehousing, and multi-region inventory placement.
• Ability to build repeatable systems, dashboards, and operating rhythms.

Customer Support

• 3 years managing customer support functions: defining and improving metrics, leveraging feedback for product improvement, developing operations and tools.

Who You Are

• Calm and steady under pressure. You bring clarity when things get chaotic.
• A systems builder. You turn reactive environments into predictable engines.
• Deeply partner-oriented. You treat service businesses as professionals, not vendors.
• Low ego, high accountability. You collaborate cross-functionally with openness.
• Mission-driven. You care about electrification and building products that truly serve customers.

Location

This is a full-time, onsite role (4 days per week) in Berkeley, CA, with approximately 25% travel.

Compensation & Benefits

The base salary range for this role is $190,000 - $220,000 per year, depending on experience and qualifications. We are committed to equitable compensation and offer a generous benefits package, including:

• 100% coverage of employee medical, dental, and vision premiums (50% for dependents on base plans).
• 401(k) plan.
• 16 weeks of paid parental leave (8 weeks through Copper + 8 weeks CA Paid Family Leave).
• Additional benefits to support your health and well-being.

Equal Employment Opportunity

We are committed to creating an equitable and inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our products. We are proud to be an equal opportunity employer.

About Us

Channing Copper's vision is a future where every home is electrified with abundant clean energy. Our mission is to make decarbonization accessible to everyone by selling electric home appliances that enrich their daily lives. We're reducing the cost of electrification by integrating batteries into household appliances, starting with the stove. Our work has been funded by the Department of Energy, in an effort to reduce reliance on fossil fuels and increase energy resilience with products that are high-performance, safe, intuitive, and robust. As we build our team and pursue our mission, we do it with a strong sense of our core values because it's not just what you do, it's how you do it. You'll see this in high-level decisions, how we run meetings, our day-to-day work, hiring, and our interactions with customers and the broader community. We intend to have a massive impact on our team, our neighborhood, and the world.