Director of Platform Operations
Core
Global leadership role accountable for client experience, running three global functions (Client Support, Platform Performance Assurance, Product Specialists) to ensure SLA performance and operational stability for the Kaluza Energy Intelligence Platform.
Role type
Senior IC Director of Platform Operations
Builds
Global client support operations, platform performance monitoring, and operational resolution processes for energy clients.
Domain
Energy Intelligence / SaaS Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident and Problem Management, SLA management, Major Incident command, Root cause analysis, Global team leadership, AI integration in operations, Retail-energy operations understanding, Data integrity oversight, Vendor management, Stakeholder management at C-level
Preferred skills
Experience scaling high-growth SaaS, Radical candour, Customer centricity, Self-solving culture building
Technologies
Datadog, Jira Service Management, Databricks, BigQuery
Responsibilities
Own incident response end-to-end including severity, command, and resolution within SLAs; Manage incoming support requests and drive root-cause remediation; Own global monitoring of contractual SLAs and KPIs as the source of truth; Lead processes to fix broken journeys and coverage gaps across client brands; Push AI into support, assurance, and operational delivery to increase efficiency.
Seniority
Director, global leadership & strategy
