Global Head of Operations

About The RoleQSIC 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 WillGlobal Deployment and Field ExecutionBuild and lead regional Operations organizations (AMERICAS / APAC / EMEA), running multiple regions concurrently — not sequentiallyOversee end-to-end in-store installation programs across small format, enterprise, and franchise store locationsCreate playbooks, SLAs, and repeatable deployment models for global useManage global field partners, installers, and on-site maintenance resourcesOwn store launch timelines, quality and cost metricsLead cross-functional strategic alignment and operational enablement across Retail, Product, Engineering, Sales and Support teams to ensure global cohesion and execution excellenceHardware, Software and Content DeploymentOwn end-to-end deployment programs that span hardware, software, and content — ensuring all three move in lockstep across IoT fleet rollouts into customer environmentsSource and manage vendors for speakers, amps, edge devices (QBIT), accessories, racks, cabling, shippingForecast hardware demand and optimize inventory and logisticsNegotiate pricing, terms, warranties, and supply riskManage build and kitting workflowsStrategically manage all operational vendor and third-party relationships globally including software and logistics partners to optimize the end-to-end supply chain and service deliveryNetwork Operations and ReliabilityRun 24/7/365 network monitoring, escalation, and remediationBuild playbooks for device health, firmware updates, and performance uptimePartner with Engineering on instrument monitoring and real-time support toolingDeliver "retail grade" uptime globallyCustomer and Technical SupportBuild global support tiers (L1/L2/L3) for retailers, franchisees, and field teamsOversee ticketing, escalation, response SLAs, and hands-on diagnostic guidanceEnsure every store has someone who can help — fastDrive first-call resolution and a "we've got you" service cultureOwn escalation management and continuously monitor customer satisfaction metrics (NPS, CSAT) to drive an exceptional service culture worldwideProject 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 processesOrchestrate timelines, dependencies, risk frameworks, and executive reporting across Retail, Product, Engineering, Finance, and SupportDrive flawless onboarding for new enterprise retailers — from pilot to national scale — ensuring operational readiness, site surveys, install planning, device logistics, compliance, and support alignmentPartner closely with Sales to translate commitments into executable delivery plans, ensuring expectations, SLAs, and responsibilities are clearly mappedManage upgrade cycles, refresh programs, network expansions, and full-fleet rolloutsOperational Excellence, Systems and Warranty PerformanceLaunch and optimize systems for deployment tracking, ticketing, asset management, inventory control, and automated workflowsBuild and evolve global SOPs, QA standards, and documentation to drive precision, scale, and repeatabilityEstablish and monitor mission-critical KPIs — including uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAsManage product warranty programs, ensuring rapid resolution, replacement logistics, partner accountability, and cost recoveryLeverage advanced data analytics and real-time reporting to drive continuous operational improvements, demand forecasting, and strategic decision-makingRisk, Safety and ComplianceEnsure equipment safety standards, electrical/code compliance in all global operating regionsMaintain install quality, testing procedures, and audit frameworks globallyManage vendor compliance and store-ready standards globallyChange Management and Talent DevelopmentLead global change management initiatives to embed new tools, automation and standardized processes at QSIC, ensuring operational excellence at scaleBuild, mentor and develop regional operations leaders and frontline teams, fostering a high-performance culture aligned with company values and growth objectivesAbout YouYou 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 — whether as the operator in charge or as the architect and right-hand to a strong multi-region leader.Managed end-to-end deployment programs where hardware, software, and content had to move together — IoT fleet rollouts, deploy-at-scale-into-customer-environments programs, or directly analogous experience. You understand the failure modes that occur when these three tracks fall out of sync.Managed end-to-end in-store hardware installation programs, including creating playbooks, SLAs, and repeatable deployment models for global use.Managed operational vendor and third-party relationships globally, including software and logistics partners, and external store installation resources — global field partners, installers, and on-site maintenance teams. Critically, you have enforced SLAs against partners under live retailer pressure: you have the scar tissue, not just the theory.Sourced and managed vendors for hardware-related items, forecasted hardware demand, negotiated pricing (including terms, warranties) and optimized inventory and logistics processes.Experience with network operations and reliability, including deep understanding of network monitoring, escalation, and remediation, and demonstrated deep partnership with Engineering teams.Established, monitored and achieved KPIs for large scale hardware installation programs (at QSIC these KPIs may include items like uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs).Experience with hardware warranty programs, with experience ensuring rapid resolutions, managing replacement logistics, ensuring partner accountability, and implementing cost recovery strategies.Partnered with a Sales team in a high growth technology environment, with demonstrated examples of when you have translated sales commitments into executable delivery plans.Built customer support models — including developing support tiers (L1/L2/L3), ticketing, escalation, response SLAs, and customer satisfaction metrics (NPS, CSAT).Demonstrated experience learning about, keeping up to date with and adhering to global safety standards, including electrical codes and compliance, testing procedures, and audit frameworks.Led global change management initiatives to embed new tools, automation and standardized processes within organizations, embedding operational excellence at scale.Demonstrated experience leading global cross-functional operational projects to ensure global cohesion and execution excellence.A passion for continuous improvement in operational processes, tooling, technology and customer experience.Excellent communication and stakeholder management skills, with the ability to inspire teams and foster alignment across geographies and disciplines.Willingness to be hands-on when required while maintaining strategic oversight.A high level of autonomy and self-reliance, able to manage multiple streams of work with a variety of stakeholders.Full, unrestricted work rights for the United States (unfortunately we are unable to offer immigration assistance for this position).Bonus Points If YouHave experience with light manufacturing/assembly and knowledge of best practicesHave managed installation programs across small format, enterprise, and franchise storesHave built customer tech support programs for retail (retailers, franchisees, and field teams)Are certified in PMO and/or project management (PMP, Prince 2 or similar)