Director of Platform Operations

Job description

Job title: Director of Platform Operations Location: Bristol or London (Including hybrid) Salary: £141,000 - £170,000 Team: Product & Tech Operations Reporting to: VP Product & Tech Operations This role is based in either Bristol or London and requires an existing right to work in the UK. At this time, we are not able to offer visa sponsorship for this role. We are committed to building a diverse, global team and our sponsorship policy is evaluated on a role-by-role basis. We encourage you to keep an eye on our careers site to stay informed about future opportunities where we are able to offer visa sponsorship. Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today's challenges while accelerating the shift to a clean, electrified future. Leveraging Data, AI, and real-time decision-making we turn energy complexity into growth opportunities for our partners. By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable and affordable. With teams across Europe, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen. What will I be doing? This is a global leadership role accountable for how clients experience Kaluza day to day. Reporting to the VP Product & Tech Operations, you'll run three global functions and hold global accountability for client support and SLA performance across every client and region: Client Support (incl. Incident & Problem Management) - our client-facing service desk, owning triage and first-contact resolution, incident response and the client/product-team relationship. Kaluza Platform Performance Assurance (KPPA) - our neutral source of truth on platform performance, monitoring contractual SLAs and journey health per client. Kaluza Product Specialists (KPS) - Global retail-energy experts fixing broken journeys and operational gaps outside core platform coverage - driving an automation-by-default approach across all client brands You'll lead the practice / craft globally, set the strategy and standard for how each operates, and be the steady, credible presence clients and colleagues rely on - from a board-level service review to a live Sev1. Specifically, you'll: Client Support, Incident & Pro…