Director of Charging Quality

Reports to:

SVP Site Operations;

Location:

Position requires a full‑time presence in Durham, NC (Hybrid).

Base Salary Range: $140 - 150k

Please note:

We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort.

The Director of Charging Quality is responsible for ensuring the reliability, performance, and overall customer experience of our DC fast ‑ charging network. This role sits at the intersection of operations, technical support, and technology development—programmatically identifying and driving systematic improvements across hardware, software, and support processes. The Director will lead the organization’s quality program, oversee root ‑ cause analysis for network issues, and champion initiatives that improve uptime, 1 st attempt success and overall charging quality.

This role requires deep collaboration with our Technical Support team who diagnose, triage, and resolve field issues; and our Technology and Product teams, who design, build, and release new charging systems, firmware, and backend features.

Identify the cause of and drive for the resolution of systematic issues impacting the customer's charging experience.

• 1 st Attempt Success
• Network MTBF
• Google/Plugshare

• Quality Strategy & Leadership
  • Maintain and own the company‑wide Charging Quality Strategy, tracking all quality KPIs, leading/lagging indicators, including overall performance and customer charging experience.
  • Serve as the organization’s voice of charging quality, ensuring that operational realities, field insights, and customer impacts are properly logged, categorized and then slotted into tech roadmap for deployment.
  • Build and lead a high‑performing Charging Quality team responsible for network monitoring, lab replication, field testing, and identifying any issue that drives the continuous improvement of charging quality.
  • Build, implement, educate, and enforce hardware and software quality management practices.
• Cross‑Functional Collaboration
  • Partner closely with Technical Support to prioritize and resolve systemic issues, improve diagnostic processes, and optimize escalation paths.
  • Lead cross‑functional reviews of quality issues identified, quality work streams and trending quality issues identified by the quality team through data, lab, or onsite analysis.
  • Work with Technology, Hardware, and Software teams to influence product roadmap, ensuring new hardware, firmware, and software releases meet required quality and reliability standards.
  • Collaborate with Site Operations teams to identify reliability gaps and drive long‑term corrective actions.
• Root Cause Analysis & Issue Management
  • Lead structured root cause analysis (RCA) for recurring network or hardware issues, ensuring corrective actions are data‑driven and executed across teams.
  • Establish a tiered severity model for charger issues and drive cross‑functional alignment on response expectations and SLAs.
  • Deploy systems for tracking quality trends across products, sites, and charger models.
  • Ensure Quality Team completes all issue documentation and lab replication generates actionable information that is also in accordance with the relevant quality methodology.
• Network Performance & Customer Experience
  • Define and track key charger quality metrics such as uptime, successful charging sessions, repeat‑visit failures, and error‑code frequency.
  • Drive initiatives to improve customer‑facing reliability, reduce downtime, and minimize support call volume.
  • Ensure Quality team dedicates a minimum amount of time to work in field engaging with and monitoring customer interactions with the charging experience live.
• Vendor Management
  • Track and hold vendor accountable to all relevant Quality KPIs.
  • Collaborate with vendors to determine the cause and mitigation of systematic issues impacting charging quality.
  • Request Failure Analysis Reports (FAR) and Supplier Corrective Action Request (SCAR) to determine cause of systematic issues and the corrective action to remedy.
  • Issue the necessary quality letters/documents to vendor to ensure corrective action…