Senior Director - Product Support

Bidgely (which means "electricity" in Hindi) is an AI-powered SaaS Company accelerating a clean energy future by enabling energy companies and consumers to make data-driven energy-related decisions.

Ranked #7 in Applied AI on Fast Company's list of Most Innovative Companies in the World, Bidgely is putting customers at the center of the clean energy future.

What We Do

Powered by our unique patented technology, Bidgely's UtilityAI™ Platform transforms multiple dimensions of customer data - such as energy consumption, demographics, and interactions into deeply accurate and actionable consumer energy insights. We leverage these insights to empower each customer with personalized recommendations tailored to their individual personality and lifestyle, usage attributes, behavioral patterns, purchase propensity and beyond.

How We Do It

From a distributed energy resources (DER) and grid edge perspective, Bidgely is advancing smart meter innovation with data-driven solutions for solar PVs, electric vehicle (EV) detection, EV behavioral load shifting and managed charging, energy theft, short-term load forecasting, grid analytics and time of use (TOU) rate designs. Bidgely's UtilityAI™ energy analytics provides deep visibility into generation and consumption for better peak load shaping and grid planning and delivers targeted recommendations for new value-added products and services.

For more information, please visit-

Website: www.bidgely.com

Blog: bidgely.com/blog

How You Fit In

As Senior Director of Production Support, you will own the strategy, execution, and continuous improvement of Bidgely's Production Support (PS) function. Leading a team that is both a first line of defense and a critical point of coordination across Customer Service, Engineering, Delivery, and SRE teams, you will champion operational excellence, cross-functional accountability, and a culture of partnership. You'll be tasked with transforming PS into a best-in-class organization through leadership, process optimization, and technology innovation.

You will:

• Elevate the PS team to drive outcomes-not just ticket closure, but customer/CSM satisfaction and SLA achievement.
• Set the vision for advanced people, process, and technology capabilities in support and incident management.
• Foster shared ownership, urgency, and closure across all the stakeholder teams by building a customer-centered culture of excellence and speed.
• Be the voice and face of the organization by providing executive-level representation of PS in customer escalations, root cause analyses, and post-mortems.
• Ensure compliance with SOC2 and other regulatory standards in all support processes.

Key Responsibilities

Hands-on Strategy

• Define and execute the vision for an innovative, responsive PS organization, balancing customer-facing urgency with risk management and compliance.
• Lead high-impact initiatives for support process automation, SLA management, and proactive system monitoring.
• Diligently transform PS into an active source of delight in the customer's experience, driving transparency in metrics and an obsessive focus on handling incidents and escalations rapidly and gracefully.

Cross-Functional Engagement

• Act as the escalation point and advocate for PS in cross-functional operating rhythms, resolving bottlenecks and driving accountability.
• Establish strong routines for impact analysis, root cause discovery, and corrective action, collaborating seamlessly with Delivery, Engineering, SRE, and CSM teams.

Operational Excellence

• Champion best practices for ticket hygiene, incident documentation, and knowledge management to reduce duplication and improve clarity.
• Continuously refine alert and monitoring systems to minimize false positives and investigative overhead.
• Define and track KPIs for resolution times, SLA attainment, stakeholder satisfaction, and system reliability.
• Drive ongoing process audits and data-driven retrospectives focused on root cause elimination and experience improvement.

Team Development & Culture

• Recruit, mentor, and develop PS team members into operational experts and trusted partners, fostering a customer-centered culture of accountability, empathy, and growth.
• Instill a bias for action and problem-solving excellence, modeling partnership with supporting teams.
• Foster a "One Team" culture across all stakeholders and partners to create the best customer experience.

Executive Communication

• Represent PS in customer escalations, executive forums, and process improvement task forces.
• Prepare and present robust post-incident reviews and operational impact assessments for leadership and clients.

What Makes You Successful?

• 15+ years' experience in a SaaS, Cloud, or enterprise software environment, including 5+ years as an executive in Production Support or related mission-critical functions like IM, Problem Management, and others.
• Proven command and credibility in cross-functional leadership-able to drive urgency and shared outcomes across engineering, delivery, and CSM teams.
• Track record of transforming operational teams through process and technology innovation.
• Mastery of incident response, root cause analysis, and operational best practices (SOC2, ITIL, or similar frameworks).
• Hands-on experience with JIRA Service Desk, workflow automation, and system monitoring tools.
• Proven stakeholder management and executive-level presence - comfortable representing PS in high-pressure customer or internal calls.
• Strategic thinker who acts with empathy and conviction-experienced at energizing high-performing teams and driving culture change.
• Strong analytical skills; fluent in using data to diagnose bottlenecks, validate fixes, and communicate outcomes.
• Experience in a regulated industry (utilities, energy, finance, healthcare) a strong plus.

Core Competencies

• Strategic Vision-Sets direction and creates alignment across functions; solves problems for scale and impact.
• Operational Mastery-Drives excellence in incident, change, and knowledge management; minimizes noise/blame.
• Cross-Functional Leadership-Influences outcomes across Delivery, Engineering, SRE, and TPM/CSM.
• Data-Driven Decision Making-Uses metrics to inform priorities, retrospectives, and resource allocation.
• Communication & Presence-Crafts clear narratives for executives and customers; inspires confidence.
• People & Culture Builder-Develops talent, fosters accountability, and builds collaboration.
• Technology Fluency-Understands support stack, ticketing systems, and monitoring tools; leads process/tool improvement.

Why Join Bidgely?

• Shape the future of clean energy. Your work will directly influence how millions of customers experience, understand, and participate in the energy transition - from electrification and EVs to smarter home engagement.
• Build at scale, backed by real impact. Bidgely's platform already analyzes billions of energy data points daily; you'll lead initiatives that amplify that reach through data, AI, and design.
• Join a global, high-caliber team. Collaborate with passionate engineers, designers, data scientists, and utility innovators across Silicon Valley, India, and Europe - all driven by a shared mission to decarbonize intelligently.
• Thrive in a culture of ownership and innovation. Expect autonomy, transparency, and a bias for action - we value ideas over hierarchy and results over noise.
• Grow your craft and your career. With access to cutting-edge GenAI tools, continuous learning opportunities, and visible impact across markets, you'll have the runway to evolve as a product leader and shape the next chapter of UtilityAITM.

Diversity, Equity, Inclusion and Equal Opportunity

At Bidgely we're on a mission to make a difference and build a workplace where every unique voice is heard and celebrated. Here, we believe that celebrating the unique backgrounds, perspectives and abilities of every employee makes an impact not only for our company internally but also for our clients, customers and community. We are an equal opportunity employer and believe that the inclusive atmosphere we build together will enable every person to grow, contribute and thrive. Our hiring decisions are based on your skills, talent, and passion - not on your background, gender, race, age, or the quirky way you dance at office parties.