Program Operator

### 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 executing day-to-day operational processes that enable successful delivery of utility demand response and virtual power plant programs. This role supports enrollment and incentive operations, event execution, and other operational workflows while ensuring high-quality service, meeting SLAs, and maintaining scalable processes. This role requires minimal experience and provides the opportunity to gradually build independence while working under close supervision. 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. **What you get to do:** - Address Tier 2 customer support ticket escalations, ensuring resolution meets or exceeds ticket SLAs. - Execute operational workflows, including manual processes that support program delivery where platform automation is unavailable or evolving. - Document operational processes, identify opportunities for standardization and automation, and provide feedback to improve scalability and efficiency. - 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. - Prioritize competing operational work across multiple programs while meeting established SLAs and delivery timelines. - Ensure clear and effective communication across appropriate channels to support program success. - Establish and maintain strong relationships with internal stakeholders, clarifying priorities for bug fixes and engineering support. - Support day-to-day operations for a portfolio of lower-complexity programs while building expertise to take on additional ownership over time. - Apply critical thinking to identify, define, triage, and assess problems, ensuring meaningful solutions that keep programs on track. - Support successful execution of demand management events by monitoring event performance and communicating operational issues. - Build and maintain collaborative relationships with team members to define and achieve key objectives and results. **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. - Strong 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. - 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 cap…