Head of Install Operations - DigitalC

Position Type: Full-Time
Location: Cleveland, OH
Reports to: Chief Operating Officer (COO)
Supervises: Field Installation Manager(s)

Job Summary:

We are seeking a strategic and experienced Head of Install Operations to lead our growing team. In this pivotal role, you will oversee the field installation teams and contractors, ensuring the efficient delivery of high-quality services that align with the companys operational goals. The ideal candidate will possess strong leadership capabilities, with a proven track record in managing large-scale field operations and driving process improvements. Key responsibilities include optimizing operational processes, managing resources and budgets, ensuring compliance with safety and quality standards, and mentoring both internal teams and contractors. You will work closely with executive leadership to scale field operations and contribute to the companys overall growth strategy.

• Collaborate with the COO to align field install operations with overall business strategy and objectives.
• Drive field service innovation and operational efficiency through continuous process improvements.
• Develop and implement strategies to scale field install operations and maintain high-performance standards.
• Provide oversight and approval for field operation plans created by the Field Installation Manager and/or lead Contractor.
• Ensure compliance with OSHA and company safety standards throughout all field activities.
• Ensure quality control measures, team engagement, and customer satisfaction are prioritized to drive installation success and meet financial targets
• Manage both internal teams and external contractors, ensuring their work aligns with operational goals.
• Optimize scheduling, resource allocation, and installation processes to enhance operational efficiency and service quality.
• Monitor KPIs to ensure field performance aligns with organizational goals.
• Manage the field operations budget, including labor costs, contractor fees, equipment, and logistics, in collaboration with the CFO.
• Lead cost-saving initiatives while maintaining service quality and operational integrity.
• Regularly report financial and operational performance to the COO, ensuring budget adherence and efficiency.
• Daily and weekly metrics reports as requested to track installation performance.
• Ensure Splynx (BSS/OSS platform) data accuracy, guaranteeing the correct flow of data into HubSpot (CRM platform).
• Coordinate with the Warehouse Specialist to ensure accurate ordering of equipment.
• Review successful and unsuccessful installations for validation and process improvements.
• Ensure adequate equipment and vehicles are available for onboarding new technicians and/or contractors.
• Mentor the Field Installation Manager(s) and oversee the performance of contractors, ensuring their work meets company standards.
• Ensure effective training programs are in place to enhance the skills of internal teams and contractors.
• Implement performance management processes to evaluate and improve the output of the field team and contractors.
• Instill a customer-first mindset across the field installation teams and contractors to ensure service excellence.
• Monitor customer satisfaction metrics, making data-driven decisions to improve service quality.
• Address escalated customer issues promptly, ensuring timely resolutions that build customer loyalty.

Qualifications

• Bachelors degree in Engineering, Business Administration, or a related field experience.
• 10+ years of progressively responsible experience in field service operations, including 5+ years in a leadership role managing large teams and contractors across multiple regions.
• Proven track record of leading large-scale field operations, driving operational efficiency, and aligning field activities with overall business strategies.
• Exceptional leadership capabilities with experience in mentoring and developing senior-level managers.
• Strong strategic thinking skills, with the ability to influence and drive long-term operational initiatives that align with business objectives.
• Experience in change management, driving transformation, and scaling operations to support business growth.
• Excellent communication, decision-making, and problem-solving skills.
• Financial acumen and experience managing budgets for operational teams and contractors.
• Deep understanding of operational processes, field service technologies (such as BSS/OSS platforms like Splynx and CRM systems like HubSpot), and scheduling/resource allocation tools.
• Proven ability to implement quality control, safety standards, and process improvements in high-demand field environments.
• Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate cross-functionally with C-suite executives and key stakeholders.
• Strong decision-making and problem-solving skills with the ability to manage high-stakes issues under pressure.
• Proficiency in operational technology and reporting systems.

DigitalC is an equal opportunity employer and does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

I understand that DigitalC is an at-will employer and neither the completion of this application nor any other part of my consideration for employment establishes any obligation for DigitalC to hire me. If I am hired, I understand that either DigitalC or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of DigitalC has the authority to make any assurance to the contrary.

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