Charging Station Network Team Lead

Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa towards a zero-carbon future, not just to make a living? Ampersand is your answer.About AmpersandAmpersand is Africa's E-mobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa's road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and cost-effective than the incumbent. Ampersand drivers routinely earn over 30% more income by going electric.The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya in 2022. Today it has around 6,000 e-motorcycles on the road and 60 battery swap stations across the two countries. Ampersand is leading the market in quality, affordable tech, customer traction, and operational systems. The Ampersand team consists of 400+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.Ampersand values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and most hard-working individuals in East Africa.Our ValuesCustomer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectationsLove Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.Driven By People And Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact. About the roleThe Charging Station Network Team Lead plays a pivotal role in ensuring smooth, efficient, and customer-focused operations across the company's network of Charging Stations. This position focuses on coordinating Charging Station Attendants (CSAs), driving performance, maintaining operational standards, and implementing process improvements.Key responsibilities1. Operational ManagementPlan and coordinate shifts for station attendants, accounting for absences, emergencies, and holidays to ensure uninterrupted operations.Conduct regular training sessions for station attendants on new features, operational procedures, and customer service best practices.Identify and implement improvements in the battery swap process to increase efficiency and customer satisfaction.Actively participate in recruiting and onboarding skilled CSAs and team leads.Ensure station attendants consistently deliver high-quality service to clients.2. Performance ManagementOversee the performance of assigned stations, monitoring documentation accuracy, swap process efficiency, station organization, and customer service quality.Conduct regular performance evaluations for station attendants and team leads, providing constructive feedback and support.Drive accountability and alignment with departmental and company KPIs.Mentor and coach attendants to strengthen their skills, improve performance, and support career development.Visiting charging stations regularly, collecting and escalating operations feedback if any.3. Territory and Administration ManagementSupervise multiple stations, organizing schedules and allocating time based on operational and administrative needs.Manage daily administrative tasks, including staff scheduling, materials management, and record-keeping.Occasionally assist or cover station operations to support attendants, including swaps, documentation, and payment handling.4. Communication and ReportingMaintain clear, consistent communication with station attendants and cross-functional teams to foster collaboration and alignment.Collect, review, and submit accurate daily reports from stations for performance tracking.Attend weekly department meetings with managers to contribute insights and strategic recommendations.Collaborate with relevant departments to ensure timely resolution of client concerns and operational challenges.6. Safety, Security, and WellbeingImplement strategies to enhance station cleanliness, maintenance and security.Ensure a safe and inclusive working environment, prioritizing the physical and mental wellbeing of all team members.Minimum requirements:Bachelor's degree in Business, Communications, Social Sciences, or a related field.Minimum of three years' experience in team leadership, operations, or project management. Prior experience in the EV industry is advantageous.Strong leadership, team management capabilities and and conflict resolution abilityExcellent communication both written and verbal to engage effectively with customers and technical teams.Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.Analytical and problem-solving abilities, with attention to operational efficiency.Self-driven and proactive, with a positive attitude and commitment to customer satisfaction.Job locationThis role will be based in Nairobi, Kenya Reporting to Operations & Logistics Supervisor