Program Operator, Flex Operations

Job Description

Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.

We are seeking a Program Operator to join our team and help us achieve our ambitious goals for our business and for the planet.

How you will make an impact

The Program Operator is an entry-level position responsible for supporting and executing operational tasks for a small number of less complex programs. The Program Operator will be the front line customer support for our utility clients - answering questions directly from utility customers to ensure quick resolution, helping maximize program participation, while maintaining the highest customer satisfaction. This role requires minimal experience and works under close supervision while gradually developing autonomy on low-complexity tasks. The Program Operator is expected to meet routine deadlines, prioritize multiple deliverables effectively, and proactively identify barriers to program outcomes. This role is ideal for individuals eager to learn, with strong problem-solving skills and effective communication abilities.

Key Responsibilities

• Provide professional Tier 1 customer support for Virtual Power Plant (VPP) programs, ensuring high-quality service that represents utility clients and programs.
• Address Tier 2 customer support ticket escalations, ensuring resolution meets or exceeds ticket SLAs.
• Execute manual operational processes while maintaining an understanding of the broader operational framework to enable effective problem-solving.
• Document manual processes to support knowledge sharing and process standardization.
• Provide on-call support across programs during event seasons, effectively communicating with stakeholders and following identified escalation paths.
• Train and support contractors to ensure consistent program execution.
• Independently and proactively manage the timeliness of tasks and deliverables.
• Ensure clear and effective communication across appropriate channels to support program success.
• Establish and maintain strong relationships with internal and stakeholders, clarifying priorities for bug fixes and engineering support.
• Provide secondary support on a few, low complexity programs.
• Answer customer inquiries and drive resolution to customer requests in a timely manner.
• Apply critical thinking to identify, define, triage, and assess problems, ensuring meaningful solutions that keep programs on track.
• Monitor and report on dispatch success of demand management events to ensure efficiency and program effectiveness.
• Leverage system and backend process knowledge to solve problems and provide feedback on products and services.
• Build and maintain collaborative relationships with team members to define and achieve key objectives and results.
• Observes client-facing conversations to gain confidence and context.
• Supports internal planning and escalation discussions with manager and peers.
• Develops foundational communication skills to articulate questions and program issues.

What you bring to Uplight

• Entry-level role requiring minimal experience.
• Ability to operate autonomously on low-complexity tasks and seek guidance when necessary.
• Strong time management and prioritization skills to coordinate multiple projects and deliverables effectively.
• Excellent problem-solving mindset; demonstrates curiosity by asking questions and seeking guidance on issue escalation.
• Effective communication skills, including planning discussions, clear articulation of questions/issues, and appropriate escalation.
• Basic understanding of operational tools and processes, with a willingness to update documentation and suggest improvements.
• Fundamental knowledge of the product, its purpose, and functionalities.
• Collaborative team player with a proactive approach to supporting team learning and shared success.
• Strong initiative and accountability in achieving program outcomes.
• Ability to interact with cross-functional teams and seek guidance on operational capabilities when necessary.
• Willingness to learn how to use project management tools and methodologies such as , JIRA/Confluence, Asana, Excel, Wrike, Figma, Miro/Lucid. Comfortable with process flow diagramming.
• Willingness to learn and gain technical Proficiency with tools such as Sublime, Utilizing Python scripts, ExcelAWS S3, CRMs, VSCode, Redash, DataDog.
• Willingness to learn how to be proficient at interpreting data & revenue models and associated forecasting, experience using BI tools.

This position offers an excellent opportunity for individuals looking to gain experience in program operations, customer support, and cross-functional collaboration in the energy and utility sector. The Program Operator plays a critical role in ensuring smooth program execution and enhancing the overall customer experience while growing their skills in a dynamic environment.

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Why Join Uplight in Leading the Fight Against Climate Change?

At Uplight, we're not just offering a job – we're offering a chance to be part of the solution to one of the world's biggest challenges. As a certified B Corporation, we're deeply committed to both social and environmental responsibility. Here's why you should join our team of passionate Uplighters:

• Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
• Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
• Thrive: We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
• Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
• Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions.

Salary Range: $54,000 to $68,000 USD + bonus

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.