Global Head of Operations

About the role

QSIC is seeking an experienced Global Head of Operations to build and scale the global operational engine that powers QSIC's intelligent in-store audio platform - from procurement, to installation, to 24/7 Tech Support. You'll make it possible for retailers around the world (scale ranging from one store, to >100k stores) to plug in, turn on, and trust the QSIC network to deliver exceptional sound and uptime. In this role you'll have the opportunity to architect and deliver the QSIC Operations function globally.

An experienced people manager, you will build and lead regional Operations teams (Americas, APAC, EMEA) that ensure QSIC gets thousands of stores live consistently and reliably on a weekly basis — enabling smooth, repeatable deployments and long-term success for QSIC customers.

An Operations enthusiast with extensive experience with hardware deployments, you'll be someone who knows how to streamline chaos into a calm, predictable pipeline. You'll be someone who lives for green dashboards — and knows how to turn red ones into lessons. If a store manager calls, you'll have built a high-performing team which knows to immediately enter solutions mode.

Reporting directly to the President, Americas, you will work closely with QSIC global teams including Retail Media, Product, Engineering, Sales and Support to ensure reliable operations as QSIC continues scaling globally. This is a full-time hybrid role located in Dallas, United States, and requires the flexibility to work across US, Australia and EMEA time zones to collaborate effectively with a globally dispersed team.

You will:

Global Deployment and Field Execution

• 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

Hardware, Software and Content Deployment

• 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

Network Operations and Reliability

• 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
• Deliver "retail grade" uptime globally

Customer and Technical Support

• Build global support tiers (L1/L2/L3) for retailers, franchisees, and field teams
• Oversee ticketing, escalation, response SLAs, and hands-on diagnostic guidance
• Ensure every store has someone who can help — fast
• 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

Project Management and New Business Onboarding

• In partnership with QSIC's Retail team:
  • 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
  • Partner closely with Sales to translate commitments into executable delivery plans, ensuring expectations, SLAs, and responsibilities are clearly mapped
  • Manage upgrade cycles, refresh programs, network expansions, and full-fleet rollouts

Operational Excellenc