Global Head of Operations

Qsic

Global Head of Operations building and scaling QSIC's intelligent in-store audio platform operations. Leading global teams for seamless hardware, software, and content deployment across regions.

Posted 5/18/2026full-timeDallas • Texas • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Build and lead regional Operations organizations (AMERICAS / APAC / EMEA), running multiple regions concurrently — not sequentially
Oversee end-to-end in-store installation programs across small format, enterprise, and franchise store locations
Create playbooks, SLAs, and repeatable deployment models for global use
Manage global field partners, installers, and on-site maintenance resources
Own store launch timelines, quality and cost metrics
Lead cross-functional strategic alignment and operational enablement across Retail, Product, Engineering, Sales and Support teams to ensure global cohesion and execution excellence
Own end-to-end deployment programs that span hardware, software, and content — ensuring all three move in lockstep across IoT fleet rollouts into customer environments
Source and manage vendors for speakers, amps, edge devices (QBIT), accessories, racks, cabling, shipping
Forecast hardware demand and optimize inventory and logistics
Negotiate pricing, terms, warranties, and supply risk
Manage build and kitting workflows
Strategically manage all operational vendor and third-party relationships globally including software and logistics partners to optimize the end-to-end supply chain and service delivery
Run 24/7/365 network monitoring, escalation, and remediation
Build playbooks for device health, firmware updates, and performance uptime
Partner with Engineering on instrument monitoring and real-time support tooling
Build global support tiers (L1/L2/L3) for retailers, franchisees, and field teams
Oversee ticketing, escalation, response SLAs, and hands-on diagnostic guidance
Drive first-call resolution and a "we've got you" service culture
Own escalation management and continuously monitor customer satisfaction metrics (NPS, CSAT) to drive an exceptional service culture worldwide
Stand up a world-class PMO for launch governance, cross-functional rhythm, and disciplined delivery processes
Orchestrate timelines, dependencies, risk frameworks, and executive reporting across Retail, Product, Engineering, Finance, and Support
Drive flawless onboarding for new enterprise retailers — from pilot to national scale — ensuring operational readiness, site surveys, install planning, device logistics, compliance, and support alignment
Manage upgrade cycles, refresh programs, network expansions, and full-fleet rollouts
Launch and optimize systems for deployment tracking, ticketing, asset management, inventory control, and automated workflows
Establish and monitor mission-critical KPIs — including uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs
Manage product warranty programs, ensuring rapid resolution, replacement logistics, partner accountability, and cost recovery
Leverage advanced data analytics and real-time reporting to drive continuous operational improvements, demand forecasting, and strategic decision-making
Ensure equipment safety standards, electrical/code compliance in all global operating regions
Maintain install quality, testing procedures, and audit frameworks globally
Manage vendor compliance and store-ready standards globally
Lead global change management initiatives to embed new tools, automation and standardized processes at QSIC, ensuring operational excellence at scale
Build, mentor and develop regional operations leaders and frontline teams, fostering a high-performance culture aligned with company values and growth objectives

Requirements

What you’ll need

Hired and managed remote, globally distributed technical Operations teams (>10) in a fast scaling technology business, with direct experience running multiple regions concurrently — whether as the operator in charge or as the architect and right-hand to a strong multi-region leader.
Managed end-to-end deployment programs where hardware, software, and content had to move together — IoT fleet rollouts, deploy-at-scale-into-customer-environments programs, or directly analogous experience. You understand the failure modes that occur when these three tracks fall out of sync.
Managed end-to-end in-store hardware installation programs, including creating playbooks, SLAs, and repeatable deployment models for global use.
Managed operational vendor and third-party relationships globally, including software and logistics partners, and external store installation resources — global field partners, installers, and on-site maintenance teams. Critically, you have enforced SLAs against partners under live retailer pressure: you have the scar tissue, not just the theory.
Sourced and managed vendors for hardware-related items, forecasted hardware demand, negotiated pricing (including terms, warranties) and optimized inventory and logistics processes.
Experience with network operations and reliability, including deep understanding of network monitoring, escalation, and remediation, and demonstrated deep partnership with Engineering teams.
Established, monitored and achieved KPIs for large scale hardware installation programs (at QSIC these KPIs may include items like uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs).
Experience with hardware warranty programs, with experience ensuring rapid resolutions, managing replacement logistics, ensuring partner accountability, and implementing cost recovery strategies.
Partnered with a Sales team in a high growth technology environment, with demonstrated examples of when you have translated sales commitments into executable delivery plans.
Built customer support models — including developing support tiers (L1/L2/L3), ticketing, escalation, response SLAs, and customer satisfaction metrics (NPS, CSAT).
Demonstrated experience learning about, keeping up to date with and adhering to global safety standards, including electrical codes and compliance, testing procedures, and audit frameworks.
Led global change management initiatives to embed new tools, automation and standardized processes within organizations, embedding operational excellence at scale.
Demonstrated experience leading global cross-functional operational projects to ensure global cohesion and execution excellence.
A passion for continuous improvement in operational processes, tooling, technology and customer experience.
Excellent communication and stakeholder management skills, with the ability to inspire teams and foster alignment across geographies and disciplines.
Willingness to be hands-on when required while maintaining strategic oversight.
A high level of autonomy and self-reliance, able to manage multiple streams of work with a variety of stakeholders.
Full, unrestricted work rights for the United States (unfortunately we are unable to offer immigration assistance for this position).

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

end-to-end deployment programsIoT fleet rolloutshardware installation programsKPI managementnetwork operationsvendor managementdata analyticscost recovery strategieschange managementcustomer support models

Soft Skills

communication skillsstakeholder managementteam leadershipstrategic oversightautonomycontinuous improvementinspirationalignment fosteringhigh-performance cultureoperational excellence