Head of Field Operations

4 days ago

Cleveland, Ohio, United States DigitalC Full time
Job Summary

We are seeking a strategic and experienced leader to oversee our field installation teams and contractors, ensuring the efficient delivery of high-quality services that align with our operational goals.

Key Responsibilities
  • Collaborate with the Chief Operating Officer to align field install operations with overall business strategy and objectives.
  • Drive field service innovation and operational efficiency through continuous process improvements.
  • Develop and implement strategies to scale field install operations and maintain high-performance standards.
  • Provide oversight and approval for field operation plans created by the Field Installation Manager and/or lead Contractor.
  • Ensure compliance with OSHA and company safety standards throughout all field activities.
  • Ensure quality control measures, team engagement, and customer satisfaction are prioritized to drive installation success and meet financial targets.
  • Manage both internal teams and external contractors, ensuring their work aligns with operational goals.
  • Optimize scheduling, resource allocation, and installation processes to enhance operational efficiency and service quality.
  • Monitor KPIs to ensure field performance aligns with organizational goals.
  • Manage the field operations budget, including labor costs, contractor fees, equipment, and logistics, in collaboration with the Chief Financial Officer.
  • Lead cost-saving initiatives while maintaining service quality and operational integrity.
  • Regularly report financial and operational performance to the Chief Operating Officer, ensuring budget adherence and efficiency.
  • Ensure Splynx (BSS/OSS platform) data accuracy, guaranteeing the correct flow of data into HubSpot (CRM platform).
  • Coordinate with the Warehouse Specialist to ensure accurate ordering of equipment.
  • Review successful and unsuccessful installations for validation and process improvements.
  • Ensure adequate equipment and vehicles are available for onboarding new technicians and/or contractors.
  • Mentor the Field Installation Manager(s) and oversee the performance of contractors, ensuring their work meets company standards.
  • Ensure effective training programs are in place to enhance the skills of internal teams and contractors.
  • Implement performance management processes to evaluate and improve the output of the field team and contractors.
  • Instill a customer-first mindset across the field installation teams and contractors to ensure service excellence.
  • Monitor customer satisfaction metrics, making data-driven decisions to improve service quality.
  • Address escalated customer issues promptly, ensuring timely resolutions that build customer loyalty.
Qualifications
  • Bachelor's degree in Engineering, Business Administration, or a related field experience.
  • 10+ years of progressively responsible experience in field service operations, including 5+ years in a leadership role managing large teams and contractors across multiple regions.
  • Proven track record of leading large-scale field operations, driving operational efficiency, and aligning field activities with overall business strategies.
  • Exceptional leadership capabilities with experience in mentoring and developing senior-level managers.
  • Strong strategic thinking skills, with the ability to influence and drive long-term operational initiatives that align with business objectives.
  • Experience in change management, driving transformation, and scaling operations to support business growth.
  • Excellent communication, decision-making, and problem-solving skills.
  • Financial acumen and experience managing budgets for operational teams and contractors.
  • Deep understanding of operational processes, field service technologies (such as BSS/OSS platforms like Splynx and CRM systems like HubSpot), and scheduling/resource allocation tools.
  • Proven ability to implement quality control, safety standards, and process improvements in high-demand field environments.
  • Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate cross-functionally with C-suite executives and key stakeholders.
  • Strong decision-making and problem-solving skills with the ability to manage high-stakes issues under pressure.
  • Proficiency in operational technology and reporting systems.

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