Program Operator – Demand Response Programs

Job Description

Program Operator | Uplight

The Tone:
This is a full-time, entry-level role at Uplight, located in Boulder, CO. Uplight creates software that manages diverse energy resources in homes and businesses, such as smart thermostats, electric vehicles, and solar panels, to balance the power grid. This position is vital for executing daily operational processes that enable the successful delivery of utility demand response and virtual power plant programs, directly contributing to a cleaner, more efficient energy future.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Boulder, CO
• Pay: $55000–$68000 yearly
• Mission: This role executes daily operational processes for utility demand response and virtual power plant programs, ensuring efficient delivery and customer service.
• Tech Stack: Jira/Confluence, Asana, Excel, Figma, Lucid, Sublime, AWS S3, CRM platforms, VS Code, Redash, DataDog

What You’ll Actually Do
• Support: Resolve Tier 2 customer support tickets, ensuring resolutions meet or exceed established service level agreements.
• Operations: Execute operational workflows, including manual processes, that support program delivery where platform automation is unavailable.
• Documentation: Document operational processes and identify opportunities for standardization and automation to improve scalability and efficiency.
• On-Call: Provide on-call support across programs during event seasons, effectively communicating with stakeholders and following escalation paths.
• Prioritization: Prioritize competing operational tasks across multiple programs while meeting established service level agreements and delivery timelines.

The Must-Haves
• Background: Entry-level role, requiring minimal experience, focused on problem-solving and effective communication in an operational context.
• Experience: Minimal experience required, with the ability to operate autonomously on low-complexity tasks and seek guidance when necessary.
• Skills: Strong time management and prioritization; excellent problem-solving mindset with curiosity for issue escalation; strong communication skills for planning discussions, articulating issues, and appropriate escalation; basic understanding of operational tools and processes.
• Bonus: Willingness to learn project management tools (Jira/Confluence, Asana, Excel, Figma, Lucid) and technical tools (Excel, Sublime, AWS S3, CRM platforms, VS Code, Redash, DataDog); comfortable with process flow diagramming; collaborative team player with a proactive approach to team learning and shared success; strong initiative and accountability in achieving program outcomes.