Forum Mobility Director, Customer Success & Depot Operations Remote · Full time

Apply for Director, Customer Success & Depot Operations

 Position Summary:

The Origination Team is responsible for the commercial success of Forum Mobility. The customer-centric team handles the entire Charging-as-a-Service and Truck-as-a-Service sales process as well as the acquisition of grants and incentives, all to offer the best value solutions to customers. To ensure the highest quality of services, the Origination Team is seeking a Customer Success and Depot Operations leader. The position will report to the Vice President of Origination and be responsible for the post-sale success of the customer as well as the efficient operations of Forum’s charging depots. The workload includes both strategic and tactical engagement, ranging from on-call troubleshooting at depots to interfacing with equipment manufacturers and software providers to collaborating with Forum’s engineering and development teams and much more.  

The ideal candidate must have a deep background in fleet operations and a strong passion for technology.  Operational excellence through safety and customer-centric practices will be the foundation of your work. The individual needs to possess great communication and customer services skills, technical proficiency, organizational management capabilities and maintain a requirement for quality. The candidate must have a motivated attitude that is open to the challenges of a small company in growth-mode and in a burgeoning industry with many technological challenges. If you are a trucking operations subject matter expert and want to be a key player in successfully transitioning short-haul Class-8 operations from diesel to zero-emission, this is the role for you. The position is currently remote, but the individual must be located in Southern California, within regular commuting proximity to Long Beach. Forum plans to open an office in Long Beach within the next year.

Essential Functions:

• Serve as primary operations contact and solution provider for existing customers.
• Manage day-to-day operations for Forum’s growing portfolio of charging depots.
• Serve as operations lead for; equipment testing, commissioning, and servicing, as well as interoperability integration and software functionality.
• Engage with software vendors to continually improve the diagnostic capabilities and customer experience.
• Manage action items and resolve operational issues with truck and charging equipment hardware and software manufacturers in a collaborative manner.
• Establish a spare parts management strategy that minimizes time to repair multiple sites.
• Establish hardware and software service agreements and engage maintenance providers to maximize responsiveness to operational issues.
• Identify and leverage software solutions to identify and resolve operational issues.  
• Work with the Sales team on Charging-as-a-Service product development.
• Integrate the Sales products into the operational requirements of Forum’s depots.
• Work with the Engineering and Development team on depot design, layout, functionality, and other operational requirements.
• Provide professional management and leadership, including mentoring fellow employees and instilling best practices from an operational perspective.
• Build out a best-in-class operations team to manage Forum’s depots.
• Grow Forum’s revenue by implementing, maintaining, and growing customer relationships.
• Evangelize zero-emission trucking in Southern California market.
• Support all other special assignments as directed.
• Travel as needed.

Qualifications & Skills:

• 5+ years of fleet operations.
• Experience with managing performance and uptime metrics.
• Strong operational and financial acumen.
• Ability to develop, implement, and execute plans.
• Technologically proficient and hungry.
• Ability to succinctly communicate complicated topics.
• Ability to manage multiple tasks with competing deadlines.
• Ability to take initiative while also being a strong team player.
• Ability to balance operational needs with commercial requirements.
• Drayage Fleet operations experience a plus.
• Understanding of network communications and data collection a plus.
• Electric vehicle and/or charging experience a plus.
• Start-up or technology environment experience a plus.
• Class A Driver’s License - strongly preferred.

Benefits:

• Health benefits
• Matching 401K
• Flexible Paid Time Off
• Stock Options

Submittal:

• Please send a Cover Letter and Resume to Will Mitchell at [email protected]

Forum Mobility, LLC is committed to employing a diverse workforce, and provides equal employment opportunity for all individuals regardless of race, color, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.