Dispatch & Customer Operations Manager

About the role
AGent is seeking a Dispatch & Customer Operations Manager who is equal parts calm under pressure and relentlessly organized. This role has two modes — and you need to be excellent at both.
When a market dispatch is called, you are the quarterback. Everything stops. You activate the AGent portfolio, lead internal coordination, communicate with customers, and ensure we deliver flawlessly. You own the outcome.
The other 95% of the time, you are building the connective tissue of AGent's customer-facing operations: onboarding customers, working cross-functionally with Field Engineering, Energy Markets, and Sales, managing HubSpot, and laying the process foundation for a customer success function that will eventually scale into a lean team.
This role reports directly to the Head of Operations. Together, you'll build the processes, tighten the internal data, and create the systems that allow AGent to grow quickly without breaking. You'll be expected to leverage Claude AI as a force multiplier — using it to draft communications, build processes faster, synthesize information, and scale your output well beyond what a single person could otherwise accomplish.
This is a role for someone who is mission-driven, detail-obsessed, customer-empathetic, and genuinely excited to be at the center of everything.
Responsibilities
Dispatch Operations — The Quarterback Role
Be the first responder to any inbound market signal, dispatch notification, or grid operator communication — drop everything and execute
Lead all internal coordination during a dispatch event: activate the portfolio, align the AGent team, communicate status in real time, and drive toward a flawless delivery
Monitor market alerts and high-alert conditions, keeping the internal team informed and prepared to act
Conduct and coordinate dispatch verification tests, including seasonal portfolio testing for market compliance
Capture lessons learned after every dispatch event; track and resolve any customer issues that arise
Audit offers portfolios regularly to identify suboptimal schedules, sites not in market, or incorrect kW offer values
Support the Energy Markets team with offer management and real-time market optimization during dispatch windows
Dispatch Readiness & Customer Preparedness
Own the dispatch readiness calendar — ensure all customers are tested, validated, and prepared well ahead of seasonal start dates
Create and deliver seasonal readiness communications to customers ahead of peak dispatch periods
Monitor customer participation performance and proactively address gaps before they become issues
Maintain accurate, up-to-date records of customer site status, program enrollment, and readiness in HubSpot
Customer Onboarding & Success
Manage new customer onboarding end-to-end: from signed contract through market entry and first dispatch
Serve as the primary point of contact for customers throughout onboarding and early account lifecycle
Partner cross-functionally with Field Engineering, Energy Markets, and Sales to deliver a seamless customer experience and ensure clean internal handoffs
Schedule and lead onboarding check-ins and status updates with customers and internal stakeholders
Ensure timely collection of interval data, site information, and documentation required for market registration
Support customers and the sales team with account-related questions beyond onboarding
Build the processes, playbooks, and templates that will define AGent's customer success function as the company scales
Eventually hire and manage a lean team of customer success associates as the portfolio grows
Operations & Data
Own HubSpot as the system of record for customer accounts. From signed customer agreement through payments, this role will own all of the required Hubspot processes and data and must maintain rigorous data hygiene
Work with the Head of Operations to tighten internal data flows and build reporting that gives leadership real-time visibility into portfolio health
Contribute to process documentation across dispatch operations and customer success
Identify and implement tools and automation that reduce manual work and improve operational efficiency
AI-Powered Operations
Actively use Claude AI to draft customer communications, build process documentation, synthesize market information, and scale output across the role
Bring a continuous improvement mindset to how AI can reduce toil and increase quality across operations
Qualifications
Required
Experience in dispatch operations, demand response, customer success, or energy market operations: ideally at a VPP, DER aggregator, or similar company
Demonstrated ability to perform under pressure: you've been the person responsible for executing during a live event and you know what that feels like
Strong cross-functional collaboration skills: you can work seamlessly with engineering, commercial, and market operations teams
Experience managing customer onboarding and account support with a strong sense of ownership and follow-through
HubSpot experience, or demonstrated ability and eagerness to become proficient quickly
Familiarity with Claude AI or other AI tools, with a genuine interest in using AI to scale your work
Exceptional attention to detail: you catch what others miss and you don't let things fall through the cracks
Strong written and verbal communication skills: you can write a clear customer email and run a tight internal standup
Highly organized with the ability to shift priorities instantly when a dispatch or market event demands it
Preferred
Direct experience with wholesale energy market programs (PJM, MISO, NYISO, ISONE, ERCOT or similar)
Familiarity with distributed generation assets, backup/standby generators, or distributed energy resources
Experience building customer success processes or playbooks from scratch
Comfort with and learning data tools (Google Sheets, SQL, or Python) for performance monitoring and reporting
Benefits
Competitive base salary, performance bonus, and early-stage equity
100% employer-paid Health, Dental, and Vision premiums for full-time employees
Two health plan options: traditional plan with FSA, or HDHP with company-funded HSA
Basic Term Life Insurance + voluntary insurance options
Flexible PTO
Fully remote — work from anywhere in the U.S.
Direct access to the founding team and real ownership of your work from day one