Director of Field Operations

Observable Space

2d•Hybrid

About The Position

We are looking for a Director of Field Operations to lead and scale one of the most critical engines of our success: ensuring every customer around the world experiences seamless installation, service, and support of our technology. Observable Space systems are deployed at research institutions, government facilities, and commercial sites globally — and as that footprint grows, so does the complexity and criticality of the team behind it. This is a hands-on leadership role that combines strategy and execution. You will build the systems, processes, and team culture that allow us to serve a growing global installed base without sacrificing quality or customer experience — traveling to customer sites, engaging directly with field technicians, and shaping how our systems are deployed, maintained, and evolved over time.

Requirements

Deep experience in field operations, field service management, or technical services, including direct people management
Experience operating and supporting networks of deployed telescope systems or comparable high-reliability precision hardware in the field
Proven success building and leading teams in a fast-paced, high-growth technical environment
Solid business acumen, including budget management, cost optimization, and an understanding of service model economics
Exceptional communication and collaboration skills — equally effective with field technicians, customers, and executive leadership
A track record of delivering exceptional customer experiences across the full lifecycle — from installation through ongoing support
Bachelor's degree in Engineering, Operations, or a related technical field preferred
Ability and willingness to travel globally

Nice To Haves

A hands-on leader who earns credibility in the field and in the boardroom
You find the gap between where the team is and where it needs to be — and you build toward it
Calm under pressure, decisive when it matters, and relentless about follow-through
Proactive by nature: you anticipate issues before they become customer problems
Strong operational instincts: you build process without bureaucracy, have a hunger for data, and measure what matters
You care about the customer experience as much as the operational metrics — and you understand those things are connected
You thrive in a fast-moving environment where the installed base, the team, and the stakes are all growing at once

Responsibilities

Lead and develop the field operations team responsible for installation, commissioning, preventive maintenance, and on-site technical support across the Observable Space global installed base
Own workforce planning for field operations — staffing, scheduling, skills development, and geographic coverage as the installed base expands
Define and hold the standard for field execution quality, safety, and customer experience
Build scalable processes, documentation, and tooling to support a growing team operating across geographies
Collaborate directly with customers and partners around the world to ensure installations meet technical and operational expectations
Serve as an escalation point for field service issues, engaging directly with customers when needed
Build feedback loops that bring field learnings back to engineering, manufacturing, and product teams in a timely and actionable way
Own and optimize the financial performance of field operations – revenue, cost, and margin
Partner with sales and leadership to develop and evolve service models that expand long-term value to customers
Report to leadership with clear visibility into performance metrics, service delivery, and financial outcomes
Partner closely with engineering, sales, and manufacturing to deliver exceptional customer support and keep field execution aligned with product and program developments
Contribute to the development of warranties, support programs, and post-sale offerings as the business evolves
Travel globally to customer sites, installations, and company offices in Los Angeles, Adrian, MI, and Detroit