Director of Operations
About The Position
LiftNet is seeking a seasoned, highly capable Director of Operations to own all operational delivery end-to-end, including field services, installation/project delivery, customer onboarding and success, and vendor and supply-chain management. This role will lead, mature, and optimize the field and delivery organization, taking on operational responsibilities currently managed by the GM. The ideal candidate will bring the structure, discipline, and accountability needed to support growth while making on-time, high-quality installations the standard. This is an opportunity for an exceptional operations leader and strategist, who has run complex, multi-site service or field-delivery operations at scale, to step in, assess, and lead from day one.
Requirements
- Bachelor's degree or equivalent experience
- 5+ years in operations leadership/service-delivery leadership, including senior leadership of complex, multi-site field or installation operations at scale.
- A proven operations strategist with a track record of assessing, building, and running delivery organizations with measurable on-time and quality results.
- Strong people leader who builds, develops, and holds field teams accountable, and instills a safety culture.
- Deep project-management and process discipline; owns SOPs, KPIs, and operational cadence.
- Experience managing vendors, contract manufacturers, and supply chain/inventory.
- Comfortable in a scaling, build-from-here environment; high autonomy, low ego; communicates bottom-line-first.
Nice To Haves
- PMP, Lean, or Six Sigma credentials
- Vertical-transportation/elevator-escalator industry experience
Responsibilities
- Own end-to-end operational delivery - field services, installation and customer training delivery, on-site troubleshooting, and escalation. Install completion rate vs. schedule (target 95%+).
- Lead, supervise, and develop the Field Engineering Manager and the broader field organization.
- Own customer onboarding and the time-to-live from signed contract to monitored conveyance.
- Own project-management discipline across all installs - schedules, milestones, risk, Project on-time delivery %, and customer communications.
- Own vendor, contractor, procurement, supply-chain, and equipment-logistics relationships. Supply-chain lead time and hardware delivery accuracy.
- Lead the phased transition of hardware purchasing and assembly to an EMS/assembly partner.
- Enforce safety, certification, and regulatory compliance across all field activity.
- Build and maintain the Operations Playbook, SOPs, and a culture of continuous improvement.
- Own operational KPI reporting to the GM on the EOS scorecard rhythm including Field first-time fix rate, NPS/customer satisfaction score and SLA compliance rate.
- Partner with Technology and Commercial to align delivery capacity with the sales pipeline.
Benefits
- Medical insurance with 1 HSA and 2 PPO plan options
- Flex Spending Account (FSA)/Dependent Care FSA
- Dental, vision, life, short- and long-term disability insurance
- Critical illness and hospital indemnity plans
- 401k with company contribution
- Employee Assistance Program (EAP)
- Company paid telemedicine 24/7 access
- Wellness Program
- Employee discount program
- 8 paid holidays, plus 1 floating holiday
- 15 days of PTO accrued in year 1
- Generous referral bonus program
- Work life balance
- Team building, attendance at our annual kickoff each January, and other fun events
- Relaxed professional dress code
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What This Job Offers
Job Type
Full-time
Career Level
Director
