Technical Implementation and Operations Manager
Sense
IT, Operations
Cambridge, MA, USA
Posted on Mar 7, 2025
Technical Implementation and Operations Manager
As part of Sense's expansion in the electric utility industry, we work closely with partners who manufacture electric meters as well as the utilities who install them to provide the Sense software experience to their customers. The Technical Implementation and Operations Manager will be responsible for the overall operational success of our meter deployments, including overseeing the implementation of meter deployments and pilots, as well as managing the ongoing support and sustainment of these systems post-deployment. This includes being responsible for coordinating internal activities, building strong relationships with key people at meter makers, and partnering with our software development teams, Energy Services and Partnerships teams to support utilities.
This hands-on role requires strong project management skills, technical expertise, excellent communication abilities, and the ability to coordinate multiple internal and external teams effectively.
Key Responsibilities:
- Manage and coordinate the work of the utility success, consumer success, program, engineering, infrastructure, security, and product teams to ensure successful system implementation and ongoing operations.
- Serve as the primary point of contact with meter makers and other partners during implementation and ongoing system management.
- Develop, maintain, and clearly communicate, comprehensive project plans and timelines for implementation phases, and ensure alignment with our partners and customers' timelines.
- Facilitate effective communication and collaboration among internal teams and with meter makers.
- Identify and mitigate potential risks and issues that may impact the meter deployment's success.
- Oversee the transition from meter deployment to ongoing sustaining operational support.
- Develop and implement strategies for ongoing system monitoring and management. Establish, monitor, and maintain key performance indicators (KPIs) for system performance, reliability, and connectivity rates.
- Partner with the product and consumer support teams to monitor consumer performance trends and identify system issues.
- Troubleshoot implementation and testing issues. Coordinate with technical teams to resolve issues, implement updates, and ensure system stability.
- Align with partners and customers on roles and responsibilities and create effective processes to coordinate ongoing efforts. Develop and maintain documentation and playbooks for operational procedures and best practices.
This role will be crucial in ensuring the successful implementation of our meter deployments, fostering strong relationships with meter makers, coordinating the efforts of multiple internal teams, and maintaining the long-term performance and reliability of deployed systems. The Technical Implementation and Operations Manager will play a vital role in the entire lifecycle of our solutions, from initial deployment through ongoing support and optimization.
- Demonstrated success in project management, implementation management, and operations support.
- Proven track record of successfully managing complex, cross-functional projects from implementation through ongoing operations.
- Experience in stakeholder management and client relations.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in project management tools and methodologies.
- Strong understanding of IT operations, system monitoring, and performance optimization.
- Technical expertise in relevant technologies including: APIs, databases, cloud platforms, software programming, networking components, data transfer methods, and informational security systems.
- Prior experience with electric utilities a bonus, but not required
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Free Food & Snacks
- Wellness Resources
- Stock Option Plan