Director of Operations, Procell InSite

Responsibilities

• Own the end-to-end deployment process from signed contract to go-live.
• Build and manage the certified third-party installer network including certification standards, training programs, compensation structures, and quality control frameworks.
• Own commissioning and go-live validation, confirming device transmission and dashboard readiness before any deployment is marked complete.
• Serve as the operational bridge between field deployment realities and the Product, R&D, and manufacturing teams, including international coordination for cruise dry dock deployments and hardware readiness.
• Build deployment tracking and real-time field documentation that scales from single-property installs to portfolio-wide rollouts.
• Drive installation cost reduction on a defined glide path.
• Own the customer onboarding workflow from device activation through dashboard adoption.
• Build onboarding runbooks and training materials for hotel operations teams and cruise ship operations staff (and others).
• Establish time-to-value metrics and track them per customer.
• Stand up the L1/L2 (Level 1 and Level 2) customer support function.
• Build support intake processes, escalation pathways, SLA frameworks, and runbooks.
• Define and own the support coverage model, including the recommendation on standard support hours versus 24/7 coverage as the customer base scales across time zones and at-sea cruise deployments.
• Implement the support platform in partnership with the CRM architect.
• Cook up L3 escalation paths with Product and R&D for firmware and hardware issues.
• Build toward AI-assisted triage and self-service resolution over time.
• Define customer health metrics and build the proactive monitoring model.
• Own renewal risk identification.
• Establish expansion conversation playbooks tied to lifecycle milestones.
• Drive Net Revenue Retention (NRR) above 100 percent as the team and customer base scale.
• Own post-install device monitoring coordination.
• Build the on-demand field service response model for hardware issues that require physical remediation.
• Develop remote triage and self-service capabilities to minimize on-site dispatch cost.
• Manage the field service partner network in coordination with the Supply Chain Leader.

  Qualifications

  • Direct experience deploying physical hardware-plus-software products in the field.
  • Proven track record building and managing a third-party installer or field service partner network.
  • Experience standing up customer support infrastructure from scratch: ticketing, SLAs, runbooks, escalation pathways.
  • Demonstrated ability to operate in a high-ambiguity, lean-team environment with minimal existing infrastructure.
  • Strong cross-functional collaboration instincts: this role touches Product, R&D, Commercial, and Finance daily.
  • Comfort with significant field travel, including international dry dock locations for cruise deployments.
  • Strongly Preferred: Background in IoT hardware deployment, hospitality technology, or a field-intensive SaaS-Plus environment.
  • Experience working inside or alongside a large parent company structure while operating with startup agility.
  • Familiarity with Salesforce Service Cloud or equivalent support platform.
  • Understanding of SaaS unit economics: cost per deployment, customer acquisition cost, and net revenue retention.
  • Experience using AI tools to build knowledge bases, triage support requests, or accelerate runbook development.