You'll lead regional technicians, third-party installation partners, and specialized centers of excellence — ensuring flawless installations, high device uptime, and exceptional customer experiences.
Partnering closely with Central Ops, Regional Ops, Product, and Customer Success, you’ll own the metrics that matter: installation SLAs, first-time fix rates, technician productivity, quality, and customer satisfaction — all directly tied to our growth.
Gain field exposure, build cross-functional relationships, analyze performance, and identify quick wins.
Implement KPIs and accountability rhythms.
Strengthen leadership bench and address talent gaps.
Establish training standards and define long-term strategy.
Execute strategic initiatives.
Optimize contractor and regional coverage model.
Align OKRs, budget, and operating cadence to drive performance at scale.

Requirements

10+ years leading field service operations (B2G, hardware/IoT, or infrastructure preferred)
5+ years managing multi-level, geographically distributed teams; blended first/third-party models a plus
Proven track record recruiting, developing, and retaining high-performing field teams
Experience building scalable training and certification programs
Deep commitment to safety and compliance
Strong expertise in field service systems, workforce optimization, and quality management
Proven ownership of core KPIs: cycle time, first-time fix, utilization, quality, and device reliability
Skilled at balancing service quality with cost efficiency
Experience managing contractor performance and vendor negotiations
Builds strong feedback loops with Product, Engineering, Supply Chain, and Customer Success
Comfortable operating in complex, matrixed environments
Experience managing significant operating budgets or P&L
Data-driven operator who translates analytics into action
Executive presence with ability to navigate high-stakes customer situations
Willing to travel (~25%)
Working knowledge of hardware installation, electrical systems, networking, and device deployment
Experience with IoT or physical infrastructure environments preferred
Familiarity with permitting and municipal workflows a plus

Benefits

Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
WFH Stipend: $150 per month to cover the costs of working from home.
Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo, and so much more.
Home Office Stipend: A one-time $750 to help you create your dream office.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

field service operationsworkforce optimizationquality managementtraining programsKPI managementhardware installationelectrical systemsnetworkingdevice deploymentIoT

Soft Skills

leadershipcross-functional collaborationdata-driven decision makingcustomer relationship managementstrategic thinkingproblem solvingcommunicationfeedback managementbudget managementexecutive presence