Field Operations Manager (Project Management & Customer Success)

OnsiteIQ•New York, NY

About The Position

OnsiteIQ is a construction intelligence SaaS platform that helps real estate owners, developers, and construction teams manage projects more effectively. Using AI-powered 360° visual data mapped to architectural plans, we provide real-time visibility into construction progress, issue tracking, and stakeholder collaboration—without requiring teams to be physically on-site. As we scale nationally, we are investing heavily in Field Operations, Project Management, and Customer Success to ensure consistent, high-quality service delivery across all markets. We are hiring a Field Operations Manager to own end-to-end project execution and service delivery for our customers. This role sits at the intersection of operations management, project management, and customer success. You will manage a large, distributed network of field contractors (Capture Specialists), ensure project captures are delivered on time with high quality imagery and coverage, while continuously improving operational workflows to support growth. This role is ideal for someone with experience in construction operations, field project management, or SaaS service delivery who thrives in fast-paced, execution-driven environments.

Requirements

Bachelor’s degree in Project Management, Business, Construction Management, Operations, or a related field.
3+ years of experience in field operations, project management, customer success, or construction operations.
Experience managing contractors, vendors, or distributed field teams.
Strong project management, organizational, and problem-solving skills.
Excellent communication and stakeholder management abilities.
Customer-first mindset with a strong sense of ownership and accountability.
Based in NYC or open to relocating.

Nice To Haves

PMP or formal project management training.
OSHA 10 or OSHA 30 certification.

Responsibilities

Manage and support a distributed field network of 40–60 Capture Specialists across multiple markets.
Build strong relationships with contractors to drive engagement, reliability, and performance.
Support onboarding, training, and ongoing performance management of field teams.
Support new market launches and expansion initiatives.
Own project planning, coordination, and execution across large scopes and multiple concurrent projects.
Ensure all field work is completed on time, every week, in line with SLAs and customer expectations.
Coordinate scheduling, site access, and logistics for field operations.
Perform quality control and quality assurance on all field deliverables.
Making real-time decisions to keep service moving without compromising standards
Treat Capture Specialists as internal operational customers, ensuring they have the right tools, training, and support to succeed in the field.
Continuously identify ways to simplify workflows and make the day-to-day experience for CAPs easier and more efficient.
Leading structured escalations and cross-functional resolution clearly and decisively to internal stakeholders
Act as an operational partner to external clients, ensuring field execution aligns with the contractual scope of work and service expectations.
Collaborate closely with Customer Success, Sales, and internal Operations teams to deliver a seamless, high-quality client experience.
Serve as the primary escalation point for service delivery issues, driving fast resolution while maintaining customer satisfaction and trust.
Use metrics, KPIs, and operational dashboards to guide decisions and identify risks early.
Identify early signs of contractor churn and proactively ensure market coverage.
Redesign workflows, improve scheduling systems, and optimize operational processes.
Document SOPs and ensure consistent execution across markets.
Proactively managing market capacity and anticipating coverage risks before they become delivery failures.
Provide operational support and help-desk coverage for logistics, hardware, software, and personnel issues.
Partner with Product and Engineering on operations tooling improvements.
Test new workflows, tools, and process enhancements.
Contribute to long-term platform and automation strategy for Field Operations.