Director of Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of ongoing field-service performance and ensure SLA delivery, focusing on maintenance tasks and driving issues to resolution.

• Build, lead, and develop the UK field operations team responsible for the installation and maintenance of shelf cameras on a large scale.

• Manage the operational plan for UK deployments, covering scheduling, logistics, installation, quality checks, and maintenance tasks.

• Define, monitor, and report on field performance and SLA adherence metrics.

• Collaborate with executive leadership on performance objectives, budgets, and the long-term operational strategy for the UK.

• Analyze processes, identify bottlenecks, and spearhead improvements in speed, quality, and efficiency.

• Work together with Product, Engineering, Supply Chain, and Customer Success teams to enhance hardware, software, and deployment processes.

• Act as the senior point of escalation for operational and customer-related issues.

• Cultivate relationships with retail partners and achieve the established success criteria.

• Oversee third-party installer and service partner performance, quality, and cost management.

• Implement safe working practices and ensure compliance with health and safety regulations at retailer locations.

⛳️ Requirements

• A minimum of 5 years in an operations leadership position, overseeing people, processes, and budgets.

• Experience in leading field operations, installation, or service teams across multiple locations, preferably deploying hardware at scale.

• Strong understanding of finance and budgeting, customer service, logistics, and people management.

• Capability to plan and manage operations effectively using data and KPIs.

• Proven experience in designing and implementing structures, roles, and processes to accommodate rapid growth and changing business requirements.

• Knowledge of account management and customer success principles.

• Proficient in engaging with senior customer stakeholders.

• Exceptional written and verbal communication skills.

• Ability to work autonomously in a remote setting.

• Willingness to travel regularly within the UK.

• Familiarity with retail or grocery operations is a plus.

• Knowledge of retail technology, shopper-facing applications, back-room inventory management, or POS systems is advantageous.

• Experience managing third-party installers, contractors, or service partners is a plus.

• Lean Six Sigma or a similar process improvement certification is a plus.

• Background in a high-growth startup or scale-up environment is desirable.

🏝️ Benefits

• Stock options / attractive stock.

• Generous paid time off.

• Pension plan.

• Sick leave provision.

• Parental leave benefits.

• Learning and development budget.