Global Head of Operations

QSIC•Dallas, TX

1d•Hybrid

About The Position

QSIC 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.

Requirements

Hired and managed remote, globally distributed technical Operations teams (>10) in a fast scaling technology business.
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.
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).

Nice To Haves

Have experience with light manufacturing/assembly and knowledge of best practices
Have managed installation programs across small format, enterprise, and franchise stores
Have 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)

Responsibilities

Global Deployment and Field Execution - Build and lead regional Operations organizations (AMERICAS / APAC / EMEA)
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 strategic alignment and operational enablement across Retail, Product, Engineering, Sales and Support teams to ensure global cohesion and execution excellence
Hardware and Supply Chain / Procurement - Source and manage vendors for speakers, amps, edge devices (QBIT), accessories, racks, cabling, shipping
Forecast hardware demand and optimize inventory and logistics
Negotiate pricing, terms, warranties, and supply risk
Manage build and kitting workflows
Strategically manage all operational vendor and third-party relationships globally including software and logistics partners to optimize the end-to-end supply chain and service delivery
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 instrument 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
Ensure every store has someone who can help — fast
Drive first-call resolution and a “we’ve got you” service culture
Own escalation management and continuously monitor customer satisfaction metrics (NPS, CSAT) to drive an exceptional service culture worldwide
Project Management and New Business On-boarding - In partnership with QSIC’s Retail team: Stand up a world-class PMO for launch governance, cross-functional rhythm, and disciplined delivery processes
Orchestrate timelines, dependencies, risk frameworks, and executive reporting across Retail, Product, Engineering, Finance, and Support
Drive flawless onboarding for new enterprise retailers — from pilot to national scale — ensuring operational readiness, site surveys, install planning, device logistics, compliance, and support alignment
Partner closely with Sales to translate commitments into executable delivery plans, ensuring expectations, SLAs, and responsibilities are clearly mapped
Manage upgrade cycles, refresh programs, network expansions, and full-fleet rollouts
Operational Excellence, Systems and Warranty Performance - Launch and optimize systems for deployment tracking, ticketing, asset management, inventory control, and automated workflows
Build and evolve global SOPs, QA standards, and documentation to drive precision, scale, and repeatability
Establish and monitor mission-critical KPIs — including uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs
Manage product warranty programs, ensuring rapid resolution, replacement logistics, partner accountability, and cost recovery
Leverage advanced data analytics and real-time reporting to drive continuous operational improvements, demand forecasting, and strategic decision-making
Risk, Safety and Compliance - Ensure equipment safety standards, electrical/code compliance in all global operating regions
Maintain install quality, testing procedures, and audit frameworks globally
Manage vendor compliance and store-ready standards globally
Change Management and Talent Development - Lead global change management initiatives to embed new tools, automation and standardized processes at QSIC, ensuring operational excellence at scale
Build, mentor and develop regional operations leaders and frontline teams, fostering a high-performance culture aligned with company values and growth objectives