Global Head of Operations

Job description

Ready to build something that spans the globe?

QSIC is an Audio + AI company redefining what in-store means for retailers and brands worldwide. We deploy intelligent audio hardware at scale — across multiple continents, thousands of stores, and some of the world's largest retail environments. And right now, the operational engine that powers all of that is yours to build.

This isn't a role where you inherit someone else's playbook. You write it.

Reporting directly to the President you'll architect and lead the global Operations function at QSIC — spanning procurement, deployment, network reliability, technical support, and customer onboarding. You'll build and lead regional teams across Americas, APAC, and EMEA, running multiple regions concurrently from day one.

You have run multiple regions concurrently — either as the operator in charge, or as the architect and right-hand to a strong multi-region leader. A step-up candidate with that proximity is welcome. Anyone whose only multi-region exposure is offshore vendor management from a single HQ is not the right fit for this role.

If you know how to turn chaos into a calm, predictable pipeline — and you've done it under real pressure — this role was built for you.

What you'll own

Global Deployment and Field Execution

Build and lead regional Operations organisations across Americas, APAC, and 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 alignment across Retail, Product, Engineering, Sales, and Support

Hardware, Software and Content Deployment

Own end-to-end deployment programs where hardware, software, and content move in lockstep — IoT fleet rollouts or directly analogous deploy-at-scale programs

You understand the failure modes that occur when these three tracks fall out of sync. That understanding is a requirement for this role.

Source and manage vendors for speakers, amps, edge devices, accessories, racks, cabling, and shipping

Forecast hardware demand and optimise inventory and logistics

Negotiate pricing, terms, warranties, and supply risk

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 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

Own escalation management and continuously monitor NPS and CSAT

Drive a "we've got you" service culture — fast, accountable, no excuses

Project Management and New Business Onboarding

Stand up a world-class PMO for launch governance, cross-functional rhythm, and disciplined delivery

Drive flawless onboarding for new enterprise retailers — from pilot to national scale

Partner closely with Sales to translate commitments into executable delivery plans

Manage upgrade cycles, refresh programs, network expansions, and full-fleet rollouts

Operational Excellence and Systems

Launch and optimise systems for deployment tracking, ticketing, asset management, and inventory control

Build and evolve global SOPs, QA standards, and documentation

Establish and monitor mission-critical KPIs: uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs

Manage product warranty programs including replacement logistics, partner accountability, and cost recovery

Risk, Safety and Compliance

Ensure equipment safety standards and electrical/code compliance across all global operating regions

Maintain install quality, testing procedures, and audit frameworks globally

Change Management and Talent Development

Lead global change management initiatives to embed new tools, automation, and standardised processes

Build, mentor, and develop regional operations leaders and frontline teams

What you bring

You must have:

Hired and managed remote, globally distributed technical Operations teams (10+) in a fast-scaling technology business, with direct experience running multiple regions concurrently

Managed end-to-end deployment programs where hardware, software, and content had to move together — IoT fleet rollouts or directly analogous deploy-at-scale programs. You understand what breaks when these three tracks fall out of sync.

Built and executed end-to-end in-store hardware installation programs, including playbooks, SLAs, and repeatable deployment models for global use

Managed operational vendor and third-party relationships globally — and enforced SLAs against partners under live retailer pressure. We're looking for scar tissue, not theory.

Sourced and managed hardware vendors, forecasted demand, negotiated pricing and warranties, and optimised inventory and logistics

Deep experience with network operations and reliability, including monitoring, escalation, remediation, and close partnership with Engineering teams

Established, monitored, and achieved KPIs for large-scale hardware installation programs

Built customer support models including support tiers, ticketing, escalation frameworks, and customer satisfaction metrics

Partnered with a Sales team in a high-growth technology environment, translating commitments into executable delivery plans

Led global change management initiatives to embed new tools, automation, and standardised processes at scale

Full, unrestricted work rights for the United States (we are unable to offer immigration assistance for this position)

Bonus points if you:

Have experience with light manufacturing, assembly, or kitting operations

Have managed installation programs across small format, enterprise, and franchise stores

Have built customer tech support programs specifically for retail environments

Are certified in PMO or project management (PMP, Prince2, or similar)

Who we are

We live by four values:

Honesty First — Frank, direct, respectful, and fair. We choose honesty over getting it perfect.

Invent Solutions — We see a problem and solve it. No dwelling, no excuses.

Laugh and Learn — Genuine curiosity, never taking ourselves too seriously.

One Team — Diverse people, one direction. That's what makes us great.

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Worksite address

dallas, TX, 75215, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.