Operations

• Drive and own the end-to-end customer onboarding process, ensuring a seamless transition from pre-launch to full operational status.
• Plan and lead customer pre-launch due diligence, including site assessments, requirements gathering, and risk identification.
• Manage multiple service launches simultaneously, coordinating resources and timelines to meet customer and business objectives.
• Lead buildout planning and execution for new locations, leveraging external vendor partners as required.
• Identify root causes for technical customer service concerns and implement corrective actions to resolve issues and prevent recurrence.
• Develop, implement, and continuously improve critical processes to enhance operational quality, efficiency, and customer satisfaction.
• Troubleshoot operational issues and implement Standard Operating Procedures (SOPs) to drive consistency and best practices across sites.
• Drive leaders to optimize day-to-day operations, leveraging data and feedback to improve performance.
• Provide technical training and support to technicians and front-line field leaders, ensuring teams are equipped with the skills and knowledge needed for success.
• Serve as a resource for technical problem-solving and process improvement initiatives.
• Minimize tech supply costs by ensuring consistent use of preferred suppliers, controlling credit cards, and driving strong ordering processes (e.g., min/max processes, etc.)
• Lead supply chain initiatives for the division, collaborating with procurement and fleet teams to ensure timely and cost-effective delivery of materials and equipment.
• Own all site and fleet-related audits, ensuring compliance with company standards and regulatory requirements.
• Manage fleet requests, including vehicle allocation, maintenance, and replacement planning.
• Coach the Operations Leadership Team on areas within their responsibility, fostering a culture of accountability, continuous improvement, and professional growth.

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