Lucid is looking to improve the operational excellence of its charging products across all verticals, including Public Charging, Home Charging, Energy Services, and Charging Accessories. This involves bridging the gap between product planning and execution, ensuring high performance, and resolving customer issues effectively.
Requirements
- 7+ years of experience in EV charging, with 3+ years in a cross-functional technical operations role.
- Proven track record working on charging infrastructure products, including home EVSE, public networks, mobile apps, or vehicle-side charging features.
- Hands on experience supporting field EV charging operations; experience triaging field issues related to both AC and DC charging, including connector failure, ground faults, authentication errors, and vehicle-side anomalies; familiarity with charge session diagnostics, payment/roaming systems, charger commissioning, backend monitoring tools, and firmware logic.
- Prior experience developing data dashboards and tools to track EV charging performance; direct experience working with data scientists highly desirable.
- Deep domain expertise in EV charging, with demonstrated experience navigating both hardware and software challenges.
- Hands-on experience troubleshooting real-world EV charging issues, including session failures, charger-software miscommunication, and customer-facing bugs; comfort with backend logs, field diagnostics, and technical root cause analysis.
- Experience coordinating QA and validation testing for charging products, with clear understanding of how customer feedback, edge cases, and failure rates feed into product performance KPIs.
Responsibilities
- Review and provide input on testing and QA requirements prior to product launch across all verticals of charging products.
- Coordinate with the Testing and Validation teams to ensure that charging products are tested under real-world scenarios, covering all hardware and software features and attributes both in-vehicle and off-vehicle.
- Ensure validation of not only technical functionality but also customer-experience-relevant aspects.
- Review and provide input on charging product KPIs and operation metrics across all verticals of charging products, to ensure product performance is tracked and evaluated.
- Collaborate with Data Science to build automated performance data dashboards, enabling vertical product leads to track product performance and customer satisfaction.
- Serve as the charging product team’s single point of contact for Customer Care and Field Service escalations, especially for technically complex cases.
- Be the on-call responder for field charging issues. Personally investigate and test hardware/software interactions in the field when needed.
Other
- This role will be NA focused and based onsite.
- Bachelor’s degree in Engineering, Computer Science, or a related technical field required; Master’s degree or MBA preferred.
- Proven ability to respond to executive escalations and urgent field issues with speed, structure, and accountability; thrives in fast-paced environments.
- Able to synthesize unstructured input from field, analytics, and support channels into actionable product improvements.
- Strong cross-functional communicator, capable of building trust across product, engineering, QA, data science, and support without formal authority.
- Structured thinker with high attention to detail and a bias for documentation, repeatability, and process clarity in complex technical environments.
- Flexible and self-directed, able to transition between strategic planning and real-time firefighting; high comfort level with ambiguity and shifting priorities.
- Exceptional communicator, capable of translating technical product performance into language digestible by business leaders, support agents, and executives alike.
