Global Head of Operations

About the role

The Global Head of Operations will lead and manage a team of remote and in-person operations personnel across multiple locations. This role requires extensive experience in managing global vendor and third-party relationships, network operations, hardware warranty programs, and customer support models.

Responsibilities

• Lead and manage a team of remote and in-person operations personnel across multiple locations.
• Manage end-to-end in-store hardware installation programs.
• Manage operational vendor and third-party relationships globally.
• Build customer support models, including developing support tiers (L1/L2/L3), ticketing, escalation, response SLAs, and customer satisfaction metrics (NPS, CSAT).
• Work with global safety standards, including electrical codes and compliance, testing procedures, and audit frameworks.
• Ensure adherence to global safety standards and regulatory requirements.

Requirements

• Experience in managing remote, globally distributed technical Operations teams (>10).
• Experience with network operations and reliability, including deep understanding of network monitoring, escalation, and remediation.
• Experience with hardware warranty programs.
• Experience with building customer support models, including developing support tiers (L1/L2/L3), ticketing, escalation, response SLAs, and customer satisfaction metrics (NPS, CSAT).
• Experience with global safety standards, including electrical codes and compliance, testing procedures, and audit frameworks.
• Full, unrestricted work rights for the United States.

Qualifications

• Proven track record of leading and managing large, distributed teams.
• Strong leadership skills and ability to build and maintain strong relationships with vendors and partners.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience with project management tools and methodologies.

Skills

• Strong understanding of network operations and reliability.
• Experience with hardware warranty programs.
• Experience with customer support model development.
• Knowledge of global safety standards and regulatory compliance.
• Project management skills.

Benefits

• Competitive salary commensurate with experience.
• Flexible work schedule with options for remote and hybrid work.
• Health insurance benefits.
• Professional development opportunities.

Pay

Salary is competitive and commensurate with experience.

Schedule

This role offers a flexible schedule with options for remote and hybrid work.