Charging Station Network Team Lead Job Ampersand

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About the role

The Charging Station Network Team Lead plays a pivotal role in ensuring smooth, efficient, and customer-focused operations across the company’s network of Charging Stations. This position focuses on coordinating Charging Station Attendants (CSAs), driving performance, maintaining operational standards, and implementing process improvements.

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Key responsibilities

Operational Management

• Plan and coordinate shifts for station attendants, accounting for absences, emergencies, and holidays to ensure uninterrupted operations.
• Conduct regular training sessions for station attendants on new features, operational procedures, and customer service best practices.
• Identify and implement improvements in the battery swap process to increase efficiency and customer satisfaction.
• Actively participate in recruiting and onboarding skilled CSAs and team leads.
• Ensure station attendants consistently deliver high-quality service to clients.

Performance Management

• Oversee the performance of assigned stations, monitoring documentation accuracy, swap process efficiency, station organization, and customer service quality.
• Conduct regular performance evaluations for station attendants and team leads, providing constructive feedback and support.
• Drive accountability and alignment with departmental and company KPIs.
• Mentor and coach attendants to strengthen their skills, improve performance, and support career development.
• Visiting charging stations regularly, collecting and escalating operations feedback if any.

Territory and Administration Management

• Supervise multiple stations, organizing schedules and allocating time based on operational and administrative needs.
• Manage daily administrative tasks, including staff scheduling, materials management, and record-keeping.
• Occasionally assist or cover station operations to support attendants, including swaps, documentation, and payment handling.

Communication and Reporting

• Maintain clear, consistent communication with station attendants and cross-functional teams to foster collaboration and alignment.
• Collect, review, and submit accurate daily reports from stations for performance tracking.
• Attend weekly department meetings with managers to contribute insights and strategic recommendations.
• Collaborate with relevant departments to ensure timely resolution of client concerns and operational challenges.

Safety, Security, and Wellbeing

• Implement strategies to enhance station cleanliness, maintenance and security.
• Ensure a safe and inclusive working environment, prioritizing the physical and mental wellbeing of all team members.

Minimum requirements:

• Bachelor’s degree in Business, Communications, Social Sciences, or a related field.
• Minimum of three years’ experience in team leadership, operations, or project management. Prior experience in the EV industry is advantageous.
• Strong leadership, team management capabilities and and conflict resolution ability
• Excellent communication both written and verbal to engage effectively with customers and technical teams.
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.
• Analytical and problem-solving abilities, with attention to operational efficiency.
• Self-driven and proactive, with a positive attitude and commitment to customer satisfaction.

Job location

This role will be based in Nairobi, Kenya Reporting to Operations & Logistics Supervisor

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How to Apply

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