Operations Lead

About the role

We’re hiring an Operations Lead to build the operational backbone for a growing business that includes hardware. This is a hands-on builder role: you’ll create simple, repeatable workflows across procurement, inventory, fulfillment, deployment coordination, and RMAs, and you’ll run the day-to-day cadence that keeps projects moving.

Responsibilities

• Manage purchasing and supplier coordination for hardware and accessories (lead times, POs, delivery schedules).
• Maintain basic BOM/SKU structure and ensure hardware configurations are consistent and documented.
• Establish incoming checks and lightweight QA gates to reduce field failures.
• Capture packaging/kitting requirements so deployments arrive “install-ready.”
• Own inventory tracking: stock levels, reorder points, spares strategy, and clean recordkeeping.
• Run fulfillment workflows: shipping, labeling, kitting, tracking, and delivery confirmation.
• Capture and coordinate with a 3PL (or build a simple internal process) and drive high fulfillment accuracy.
• Operationalize deployments with system integrators: scheduling, site readiness checklists, install handoffs, and go-live validation.
• Create a standardized deployment pipeline: intake → provisioning → ship → install → validate → steady state.
• Create clear escalation paths and “definition of done” for successful installs.
• Build a practical RMA workflow: triage, replacement, return shipping, tracking, and root-cause feedback.
• Track failure patterns and partner with engineering/product to reduce repeat issues.
• Create simple ops reporting: inventory health, shipment status, deployment status, RMAs, and key blockers.
• Run weekly cadence with internal stakeholders and partners to keep deployments and escalations moving.
• Improve unit economics through fewer fulfillment mistakes, fewer repeat shipments, and better spares planning.

Requirements

• First 30–60 days: Clear visibility into inventory, shipments, deployment pipeline, and RMAs (even if tooling is lightweight). Documented SOPs for fulfillment, deployment handoffs, and RMA handling. Consistent operating cadence with partners and internal teams.
• By 90–180 days: Predictable “ship-to-install” motion with fewer surprises and faster cycle times. Low fulfillment error rate and a working spares/RMA process. Field feedback loop that measurably reduces repeat operational issues.

Qualifications

• 5–10 years in operations roles covering some mix of hardware logistics, fulfillment, inventory, deployments, or customer delivery.
• Proven ability to build lightweight processes from scratch (SOPs, checklists, vendor coordination, dashboards).
• Strong vendor/partner coordination skills; comfortable holding people accountable with clarity and tact.
• High ownership and responsiveness—able to handle urgent issues while improving the system over time.
• Comfortable in a startup environment: ambiguity, speed, and doing the work yourself when needed.
• Experience with connected devices, networking equipment, or field-deployed hardware.
• Familiarity with 3PLs, shipping tools, and basic inventory systems.
• Experience supporting multi-site rollouts through partners (SIs/MSPs).
• Fulfillment accuracy and on-time shipment rate
• Deployment cycle time (intake → live) and install “success rate”
• Inventory health (stockouts, spares readiness, excess)
• RMA rate, turnaround time, and repeat failure reduction
• Operational visibility: clean reporting, fewer surprises, faster resolutions