Matthew Metrick

About Matthew Metrick

As Vice President of Operations at Fortress Power, I lead operational strategy and execution across customer service, technical support, logistics, and cross-functional business operations to support the growth of residential and commercial energy storage solutions. My role prioritizes aligning systems, people, and processes to enhance operational efficiency, scalability, and execution consistency, ensuring success in a dynamic and evolving industry.With more than two decades of leadership experience, I specialize in building high-performing operational organizations that bridge technical support, customer experience, and business execution. My focus spans process optimization, service delivery transformation, KPI-driven performance management, and operational scalability, translating complex challenges into structured, measurable outcomes. I am passionate about developing teams, implementing systems that improve visibility and accountability, and creating operational frameworks that support sustainable growth, customer satisfaction, and long-term business success.

Experience

1. Vice President Operations

   Fortress Power

   Oct 2025 — Present

   Operational Leadership & Strategy: Architected and scaled the operational backbone of a national energy storage manufacturer, integrating customer service, technical support, logistics, and cross-functional engineering operations supporting residential and commercial solar deployments.Customer Service & Technical Support: Built and led installer support infrastructure resolving thousands of annual technical cases while implementing structured escalation frameworks, standardized workflows, and knowledge management systems to improve resolution consistency.Logistics & Supply Chain Operations: Oversaw order fulfillment, warehouse coordination, and shipment execution for lithium battery and inverter systems, improving operational alignment between sales, logistics, and field installers to accelerate delivery timelines.Process Improvement & Systems: Implemented structured ticketing workflows, knowledge management strategy, and AI-enabled support tools that improved productivity and reduced operational friction across service and technical teams.Project Management & Execution: Established governance frameworks, milestone tracking, and cross-department accountability ensuring operational initiatives, product rollouts, and deployment support programs were delivered on schedule.Operational KPI Governance: Implemented performance tracking across key operational metrics including on-time delivery, order cycle time, inventory accuracy, first response time, FCR, SLA attainment, backlog aging, escalation rates, and productivity per FTE.Executive Collaboration: Partnered with finance, sales, product, and supply chain leadership to align operational strategy with growth targets, product adoption, and organizational performance goals.

Education

• University of Phoenix

  Master of Business Administration (MBA), Business Administration, Management and Operations

  2005 — 2007

• Keystone College

  Bachelor of Applied Science (B.A.Sc.), Information Technology

  2001 — 2004

• Wilkes University

  Computer Science

  2000 — 2001

Skills

• Product Management
• Sales
• Program Management
• Project Planning
• Leadership
• Quality Assurance
• Bpo
• Sales Management
• Call Centers
• Operations Management
• Saas
• Customer Relationship Management (Crm)
• Data Analysis
• Crm
• Technical Support
• Business Analysis
• Management
• Team Building
• Troubleshooting
• Customer Experience
• Cross-Functional Team Leadership
• Project Management
• Workforce Management
• Team Management
• Business Process Improvement
• Training
• Customer Satisfaction
• Call Center
• Software Documentation
• Forecasting
• Continuous Improvement
• Team Leadership
• Outsourcing
• Strategy
• E-Commerce
• Process Improvement
• Sales Operations
• Customer Retention
• Customer Service
• Account Management