Director of Operations

Responsibilities

• Stand up dashboards and alerting that surface device reporting disruptions at the cohort level.
• Define device uptime as a measurable, owned metric; establish baselines and targets and report against them on a consistent, predictable cadence.
• Build the triage and escalation process for disruptions: who gets alerted, how fast we respond, and how resolution is tracked to close.
• Partner with Engineering to distinguish device, network, and platform failures and route each to the right owner and fix.
• Own the end-to-end install experience for customers and OEM partners, making FleetPulse the easiest telematics device to install and live with.
• Institute bench testing & first article inspection best-practices.
• Iterate on install guides and documentation based on what actually trips up technicians in the field.
• Reduce install variability so the quality of an install does not depend on who performs it.
• Troubleshoot and support field-installed devices, giving customers and OEM partners a fast, clear path to resolution.
• Build an RMA and re-test process that meets enterprise service expectations, starting with the requirements of our largest enterprise accounts.
• Feed field learnings to the Support lead so recurring issues are traced to a root cause rather than resolved one at a time.
• Partner with Supply Chain to align device readiness, RMA flow, and install scheduling with inventory and PO visibility.
• Work with the Support lead to close the loop between field issues and recurring-ticket root causes.
• Serve as Engineering and Product’s clearest signal on what is failing in the field and what to prioritize.
• Set Hardware & Field Operations OKRs with the Head of Operations, own the targets behind them, and review progress quarterly.

Outcomes (Performance Objectives)

• Immerse in the business: understand the installed base, OEM partners, and key enterprise accounts, and how devices are installed and monitored today.
• Audit the current state: map how device disruptions are detected today, how installs happen, and where the largest uptime and install-quality gaps sit.
• Propose the first version of improved uptime monitoring: what to measure, how to alert, and what “good” looks like.
• Stand up a first working uptime dashboard and alerting for at least one major cohort, so quiet devices are caught proactively rather than by accident.
• Establish a troubleshooting and RMA process that meets enterprise expectations, beginning with our largest enterprise accounts.
• Set Hardware & Field Operations OKRs with the Head of Operations and begin reporting against them.
• Institute bench testing for new devices and ship an updated install guide informed by field feedback.
• Uptime monitoring live across the installed base with defined baselines, targets, and a recurring report to leadership.
• A documented, repeatable install and troubleshooting playbook in use by customers and OEM partners.
• A measurable reduction in install defects and in time-to-detection for device disruptions versus the starting baseline.
• Present a 6-month Hardware & Field Operations roadmap to the Head of Operations: what you have built, what is next, and where the function needs to go as the installed base scales.

Competencies (Skills & Behaviors)

• Hands-On Systems Builder: Comfortable standing up monitoring, alerting, and process where none exists today; builds it themselves rather than only directing others.
• Proactive Operator: Instinctively works to catch problems before customers do and treats “we found out by accident” as unacceptable.
• Field & Hardware Fluency: Understands how physical devices behave in the real world across install, failure modes, and RMA, and knows how to make them easy to live with.
• Analytical Rigor: Can work through device, network, and platform data to identify what is driving disruptions and communicate it clearly to non-technical stakeholders.
• Enterprise-Grade Standard: Understands what large enterprise accounts expect from a vendor and holds the function to that bar without letting perfect be the enemy of good.
• Cross-Functional Partner: Works cleanly across Supply Chain, Support, Engineering, and Product, sharing ownership without turf.