QSIC is seeking an experienced Global Head of Operations to build and scale the global operational engine that powers QSICâs intelligent in-store audio platform. The role will involve building and leading regional Operations teams, overseeing end-to-end in-store installation programs, creating playbooks and SLAs, and managing global field partners and vendors.
Requirements
- Hired and managed remote, globally distributed technical Operations teams (>10) in a fast scaling technology business.
- Managed end-to-end in-store hardware installation programs, including creating playbooks, SLAs, and repeatable deployment models for global use.
- Managed operational vendor and third-party relationships globally, including software and logistics partners, and external store installation resources - global field partners, installers, and on-site maintenance teams.
- Sourced and managed vendors for hardware-related items, forecasted hardware demand, negotiated pricing (including terms, warranties) and optimized inventory and logistics processes.
- Experience with network operations and reliability, including deep understanding of network monitoring, escalation, and remediation, and demonstrated deep partnership with Engineering teams.
- Established, monitored and achieved KPIs for large scale hardware installation programs (at QSIC these KPIs may include items like uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs).
- Experience with hardware warranty programs, with experience ensuring rapid resolutions, managing replacement logistics, ensuring partner accountability, and implementing cost recovery strategies.
- Partnered with a Sales team in a high growth technology environment, with demonstrated examples of when you have translated sales commitments into executable delivery plans.
- Built customer support models - including developing support tiers (L1/L2/L3), ticketing, escalation, response SLAs, and customer satisfaction metrics (NPS, CSAT).
- Demonstrated experience learning about, keeping up to date with and adhering to global safety standards, including electrical codes and compliance, testing procedures, and audit frameworks.
- Led global change management initiatives to embed new tools, automation and standardized processes within organizations, embedding operational excellence at scale.
- Demonstrated experience leading global cross-functional operational projects to ensure global cohesion and execution excellence.
- A passion for continuous improvement in operational processes, tooling, technology and customer experience.
- Excellent communication and stakeholder management skills, with the ability to inspire teams and foster alignment across geographies and disciplines.
- Willingness to be hands-on when required while maintaining strategic oversight.
- A high level of autonomy and self-reliance, able to manage multiple streams of work with a variety of stakeholders.
Benefits
- Market-based pay
- Competitive salary
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
