Director of Operations
F
Focal SystemsRetail technology
Remote in the UK onlyFull-TimeDirector
Salary£98,000 - £112,000 depending on experience + stock options
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years in an operations leadership role
- Required Skills
- People ManagementCustomer serviceCustomer SuccessAccount ManagementBudgetingProcess improvement
Requirements
- 5+ years in an operations leadership role, managing people, processes, and budgets.
- Experience leading field operations, installation, or service teams across multiple sites, ideally deploying hardware at scale.
- Working knowledge of finance and budgeting, customer service, logistics, and people management.
- Ability to plan and run efficient, productive operations using data and KPIs to drive decisions.
- Experience designing and implementing structures, roles, and processes to support growth and changing business needs.
- Understanding of account management and customer success, with experience working directly with senior customer stakeholders.
- Strong written and verbal communication, including presenting to executives, customers, and field teams.
- Ability to work independently in a remote environment and travel regularly within the UK.
- Retail or grocery operations knowledge is a plus.
- Familiarity with retail technology such as shopper-facing apps, back-room inventory management, or POS systems is a plus.
- Experience managing third-party installers, contractors, or service partners is a plus.
- Lean Six Sigma or similar process-improvement certification is a plus.
- Experience in a high-growth startup or scale-up environment is a plus.
Responsibilities
- Own field-service performance and SLA delivery, prioritizing maintenance work and driving issues through to resolution.
- Build, lead, and develop the UK field operations team responsible for installing and maintaining shelf cameras.
- Own the operational plan for UK deployments, including scheduling, logistics, installation, quality checks, and ongoing maintenance.
- Define, track, and report on metrics for field performance and SLA adherence.
- Partner with executive leadership to set performance goals, budgets, and long-term UK operational strategy.
- Analyze operational processes, identify bottlenecks, and lead improvements to speed, quality, and efficiency.
- Work with Product, Engineering, Supply Chain, and Customer Success to feed field insights into hardware, software, and deployment playbooks.
- Act as the senior escalation point for operational and customer issues and own their resolution.
- Build relationships with retail partners, agree success criteria, and deliver against them.
- Manage third-party installer and service-partner performance, quality, and cost, and ensure field activity meets health and safety requirements.
View Full Description & ApplyYou'll be redirected to the employer's site
