Global Director of Installation

Fueling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

Position Summary

The Global Director of Installation plays a critical role in ensuring the Installation team provides solutions that enable, empower, and ease the experience of fun for our customers and their guests. 

The key responsibilities for this role are:

1. Develop, implement, and own the Installation strategy,

2. Lead a team to deliver strategic initiatives which enhance, automate, simplify, and streamline the installation process, and

3. Think globally with one-collective unified approach representing all regions and ensuring all functions work in unison to delivery strategic initiatives which enhance the installation setup process.

In addition, the Global Director of Installation will:

1. Lead, mentor, and coach the team members through difficult events and communicate directly with customers and other departments if intervention is required,

2. Investigate facts, get to the root cause, and use data analytics to make data-driven decisions to solve complicated technical and non-technical requests and drive process improvements, and

3. Partner with functional leaders to assess team members' training needs which ensure team members are equipped to provide timely, consistent, and best-in-class installations and hardware projects for our customers

Installation's vision is to move with speed to enable, empower, and ease the hardware setup experience for our customers and to always look for new methods to automate, simplify, and streamline the hardware setup process. 

Key Responsibilities

Leadership:

• Develop, implement, and own the Embed Card System Installation strategy; think strategically (forward-looking) and develop strategic initiatives which enhance the customer experience for our company and our customers and their guests.
• Lead the Installation function to deliver strategic initiatives which enhance the customer experience.
• Think globally with one-collective unified approach representing all regions and ensuring all functions work in unison.
• Continuous improvement – lead functional leaders to create and implement relevant KPIs which deliver on department and business priorities.
• Drive monthly KPIs review meetings to ensure team focus, accountability, and course correction when required.
• Lead resource and budget requirements, which enable the delivery of department and business priorities.
• Partner with all levels of the organization and other departments to make decisions collectively.
• Balance the needs of our customers with the needs and goals of our company.
• Lead, mentor, and coach Installation team members to provide timely, consistent, and a best-in-class customer experience via telephone, email, chat, and any future channel.
• Lead, mentor, and coach Installation team members through difficult incidents and communicate directly with customers and other departments if intervention is required.
• Defuse customer incidents and intervene to appease unhappy customers if escalations occur and team members are unable to meet customers' needs satisfactorily.
• Work with customers and other departments to not only solve technical and non-technical problems but also, develop, communicate, and implement alternatives to deliver timely, consistent, and technically sound solutions.
• Lead by example and ensure functional leaders adhere to prescribed departmental procedures and support our customers in a consistent and similar manner in handling customers’ incidents and requests.
• Conduct performance reviews and provide consultation and solutions to poor performing staff.
• Forecast and budget departmental headcount requirements.
• Investigate facts, get to the root cause, and use data analytics to make data-driven decisions to solve complicated technical and non-technical requests and drive process improvements.
  

KPIs:

• Partner with functional leaders to set global group and individual KPIs and drive actions and activities to ensure global teams and members achieve their group and individual KPIs.
• Partner with functional leaders to benchmark and set the standard for a best-in-class customer experience.
• Achieve service levels in accordance with customer Service Level Agreements (SLAs).

Required Skills and Expertise:

Description of Expert: Demonstrates a depth of professional experience/knowledge to handle broad business/organizational issues; tackles specialist problems from a strategic perspective to pre-empt long-term issues; develops policies.

• Expert level in line management.
• Expert ability in prioritising and balancing time among multiple activities.
• Expert level in project planning, project management, risk management, change management with outcomes focused on execution, speed, and budget management.
• Expert level in managing time effectively and delegating tasks to meet deadlines.
• Expert level in troubleshooting, problem solving, and critical thinking skills.
• Highly organized and a meticulous attention to detail.Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies and systems.
• Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer experience.
• Demonstrate good judgement using facts and analytics.
• Expert level in communicating both written (grammar and punctuation) and verbal.
• Expert level in teaching technical concepts to both technical and non-technical people.
• Natural desire to help people understand things that are hard to understand.
• Expert level in building strong relationships with customers and with team members.
• Expert level in handling customers with patience, tact, and empathy.
• Expert level in internal and external conflict resolution and negotiation skills.
• Expert level in understanding and learning complex technical topics quickly.
• Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies and systems.

• Some morning and evening calls are expected to coordinate activities with others in different time zones
• Depending upon the region, onsite customer visits and travel maybe required

What do we offer

• PPO Medical coverage with four plan options to choose from based on individual needs
• PPO Dental & Vision (company paid for employees only)
• Life Insurance, Short & Long-Term Disability (company paid)
• Accident, Critical Illness, and Hospital Confinement
• 401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)
• Paid time off to include vacation, sick, holidays, and birthday
• Free parking lot and access to fitness center in office building
• Robust Learning Management System for employee growth and development