Electrify America, a subsidiary of Volkswagen Group of America, is leading the implementation of the $2B Zero Emission Vehicle (ZEV) Investment Plan. Electrify America is committed to creating and facilitating a highly visible, reliable, interoperable and driver-oriented Electric Vehicle (EV) charging infrastructure network to support the increased adoption of Electric Vehicles in California and the rest of the United States. It will create the “Gas Stations of the Future” by investing in a range of current and future charging technologies that will provide ubiquitous access to EV drivers along highways, in metro areas, at multi-unit dwellings, at workplaces and in ridesharing programs. Electrify America will also invest in initiatives to increase the awareness and education of driving electric and will support a number of strategic ‘Green Cities’ projects in California. Through its programs, Electrify America’s investment will enable millions of Americans to discover the benefits of driving electric.Role Summary
This role is focused on the operational management of Electrify America’s product and program quality initiatives including hardware start-up and commissioning, hardware / network performance, product quality improvements, service, warranty, parts, and customer satisfactions analysis. The candidate will develop, implement and supervise a quality assurance program (guidelines, methods and strategies), which strengthens customer satisfaction and supplier development, prevention and continuous improvement. The candidate will monitor overall quality performance of the assets and customer related programs, support technical investigations and problem resolution for reduction of hardware downtime warranty, and service costs. This role will manage and work directly with charging hardware suppliers and will be the principle quality advocate to address hardware quality, reliability, functionality, and satisfaction to maximize product dependability.
The candidate will also develop and manage the quality initiatives for all customer facing programs, including customer satisfaction, call center and overall customer quality metrics and support with data analytics to help the company better understand customer behavior and experience. Present the findings to various audiences across functional areas, including executive level presentations. The selected candidate will develop relationships with suppliers and partners and must adhere and maintain those ongoing relations, liaising with partners to develop and maintain efficient strategies for measuring ongoing program success of the operations. The candidate will maintain management and budget responsibility across their area of responsibility.Role Responsibilities