Director of Operations, Procell InSite

The Director of Operations is responsible for establishing the entire post-sale delivery framework from inception. This position requires an individual with a proven ability to develop infrastructure in previously unstructured environments, rapidly identify and onboard talent, and methodically scale operations alongside increasing customer demand. From the outset, this leader will be tasked with recruiting a Customer Support Lead and developing the customer support function, while concurrently initiating and managing deployment and installation operations.

Customer Deployment & Implementation
•    End-to-end installation scheduling, site surveys, third-party installer coordination, and deployment tracking.
•    Executes against installation standards and processes established by the Product team. Does not redesign installation methodology - executes it.
•    Manages Installation Lead; builds field service network as pipeline grows.
•    Deployment scheduling is contingent on Product readiness sign-off - no deployments proceed without Product clearance.
•    Owns the unit economics of installation: cost per deployment is the #1 variable on the path to profitability. 

Onboarding & Training
•    Customer onboarding workflows, dashboard training, and go-live support.
•    Delivers onboarding experience per UX (User Experience) workflows designed by Product, does not own onboarding design, owns delivery and execution.
•    Ensures customers are actively using the platform. Adoption is the leading indicator of renewal.

Customer Support
•    Builds and owns L1/L2 (Level 1/Level 2) support function.
•    Implements Salesforce Service Cloud in partnership with team.
•    Creates escalation pathways and runbooks; routes L3 product defects to the Product team.
•    Establishes SLAs (Service Level Agreements), response time standards, CSAT (Customer Satisfaction) metrics, and ticket management.
•    Must be operational before full scale can begin, this is a hard sequencing dependency.

Customer Success
•    Proactive account health monitoring, renewal management, and NPS (Net Promoter Score).
•    Drives NRR (Net Revenue Retention) through DaaS (Device-as-a-Service) tier expansion, base subscription to higher-value analytics tiers.
•    Stands up formally when active customer count exceeds 5 deployments (exact # TBD).
•    Routes product feedback and feature requests to VP Product via the established FFU (Feature Feedback from Users) process - does not independently set product direction.

Supply Chain & Hardware Logistics
•    Over time, will take over Contract manufacturer relationship management.
•    Warehousing, inventory management, kitting, RDC (Regional Distribution Center) pre-provisioning, and field RMA (Return Merchandise Authorization) / replacement.
•    Works with Product Supply Coordinator on procurement coordination.

Field Operations & Service Network
•    Post-install monitoring coordination and field service dispatch.
•    Tech sponsor assignment per deployment - ensures technical accountability per site.
 

•    Must Have 8–12 years of operations experience, with at least 3–5 in a SaaS (Software-as-a-Service), SaaS-Plus, or IoT (Internet of Things) business where physical deployment and software subscription coexist.
•    Proven experience in establishing an operations function from the ground up, rather than simply inheriting and refining existing processes.
•    Ability to function effectively as a sole contributor during the initial phase, while strategically building a team.
•    Excellent cross-functional collaboration skills.
•    Track record of driving installation and deployment unit economics improvement, cost per deployment, time-to-value, installation efficiency.
•    Experience standing up customer support infrastructure: ticketing systems, SLAs, escalation frameworks, runbooks.
•    Financial literacy on unit economics, understands how installation cost per device flows through to P&L (Profit & Loss) and subscription margin.

Nice-to-Haves
•    Hospitality or cruise industry familiarity; understanding of how hotels and cruise lines operate their facilities.
•    Experience managing hardware contract manufacturers (third-party manufacturing relationships, kitting, inventory management).
•    Salesforce Service Cloud implementation experience.
•    Experience managing deployments in geographically dispersed environments with third-party field labor.

Culture Fit Signals
•    Treats process as a means to an end, not an end in itself. Builds just enough structure to operate reliably, not more.
•    Crawl-walk-run orientation, builds what's nee