Manager of 24/7 & Customer Support Operations

Manager of 24/7 and Customer Support Operations Location: In person in Johnson City, TN Team: Market Operations Type: Full-time About Us GridCARE is a leading venture-backed startup solving the most critical constraint in AI’s growth trajectory: immediate access to power. As demand for computing skyrockets, access to energy has become the defining bottleneck in the AI infrastructure race. While leading tech companies invest billions in speculative, long-term solutions that may take decades to arrive, GridCARE’s pioneering physics-based generative AI platform unlocks gigawatts of hidden capacity in today’s electric grid — enabling hyperscalers, data center developers, and utilities to power AI infrastructure years sooner than conventional approaches and without costly upgrades. Founded at Stanford’s Doerr School of Sustainability and backed by leading climate-tech and deep-tech investors, GridCARE has assembled a world-class team spanning power systems, AI, and infrastructure. At GridCARE, you will: ⚡ Work at the intersection of AI, energy, and infrastructure — the foundation of the next industrial revolution. 🤝 Partner with hyperscalers, developers, and utilities on high-impact, real-world deployments. 🌎 Help shape a more abundant, efficient, and resilient energy future for the digital era. 🚀 Join a company defining a new category — capacity acceleration for AI. 💰 Receive competitive compensation, equity, and benefits in a fast-growth, mission-driven environment. Learn more about GridCARE: TechCrunch: GridCARE thinks more than 100 GW of data-center capacity is hiding in the grid Utility Dive: Portland General Electric invests in AI-powered flexibility to speed data-center connection Data Center Dynamics: From Years to Months — Creating an AI Fast Lane for Data Centers Job Description We're hiring the Manager of 24/7 and Customer Support Operations to stand up and run a new 24/7 operations center in Johnson City, TN for energy management. This role owns the people, processes, and performance of our 24/7 desk, which is responsible for real-time energy market operations, customer support and escalation handling, and monitoring/incident management for our digital infrastructure . You'll be the person accountable for making sure the desk is always staffed with trained, capable operators, and that when something goes wrong, for example a market rule question, a customer escalation, a system failure, the right person is handling it the right way. Reporting to the VP & GM, Wholesale Markets and 24x7 Operations, this is a hands-on, build-it-from-the-ground-up role. You'll be involved in hiring the first operators, standing up training programs, writing procedures, and setting the operational rhythm for a facility that runs every hour of every day. Success in this role requires high attention to detail, excellent presentation and communication skills, sound judgment in ambiguous or high-pressure situations, and strong people management skills including the ability to manage a shift-based workforce fairly and effectively. Responsibilities Hire, train, manage, and schedule system operators to cover the operations desk 24 hours per day, 365 days per year. Build and maintain a shift schedule that ensures adequate coverage, accounts for PTO/absences, and complies with any applicable rest/fatigue requirements. Ensure compliance with energy market operating rules and manuals as well as operator training requirements. Work with customers to define, document, train, and maintain specific operating procedures. Act as the escalation point for problems, including with hardware, software, and 24/7 desk staffing and personnel issues. Qualifications Required Experience mentoring and managing people who must perform set processes and procedures in a production setting. Demonstrated judgment to know when to coach, when to unblock, and when to step in directly. Prior roles or responsibilities implementing, documenting, and enforcing policies and procedures with audit trails and real regulatory consequences. High school diploma or equivalent. Management training of some kind (business degree, military leadership training, certificate program, etc). Preferred Experience in electric utility, energy trading, ISO/RTO, or grid operations (ERCOT, PJM, or other ISO/RTO experience strongly preferred). Familiarity with NERC certification requirements or similar regulatory training/compliance frameworks. Experience standing up a new team, desk, or facility from scratch. Experience with incident management frameworks and tools. Bachelor's degree in business, engineering, or a related field. Work Environment & Schedule This is a full-time, on-site role based in Johnson City, TN. Relocation support may be available for the right candidate. While the desk itself operates 24/7, this role is expected to work core business hours with regular flexibility to address off-hours escalations, staffing emergencies, or incidents as needed. Some evening/weekend availability should be expected, particularly during the initial staffing and training ramp-up. What We Offer Competitive salary, performance bonus, and equity. Comprehensive health, dental, and vision coverage. Access to leading academic, industry, and government partners in the AI-energy ecosystem. A mission-driven team focused on shaping the future of the energy transition. Salary Range $120,000-180,000 annually Join us in tackling one of the most important infrastructure challenges of our time — enabling the energy foundation for the age of AI.