Global Head of Operations

Job Description

Job Description

Ready to build something that spans the globe?

QSIC is an Audio + AI company redefining what in-store means for retailers and brands worldwide. We deploy intelligent audio hardware at scale — across multiple continents, thousands of stores, and some of the world's largest retail environments. And right now, the operational engine that powers all of that is yours to build.

This isn't a role where you inherit someone else's playbook. You write it.

Reporting directly to the President you'll architect and lead the global Operations function at QSIC — spanning procurement, deployment, network reliability, technical support, and customer onboarding. You'll build and lead regional teams across Americas, APAC, and EMEA, running multiple regions concurrently from day one.

You have run multiple regions concurrently — either as the operator in charge, or as the architect and right-hand to a strong multi-region leader. A step-up candidate with that proximity is welcome. Anyone whose only multi-region exposure is offshore vendor management from a single HQ is not the right fit for this role.

If you know how to turn chaos into a calm, predictable pipeline — and you've done it under real pressure — this role was built for you.

What you'll own

Global Deployment and Field Execution

• Build and lead regional Operations organisations across Americas, APAC, and EMEA — running multiple regions concurrently, not sequentially

• 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 alignment across Retail, Product, Engineering, Sales, and Support

Hardware, Software and Content Deployment

• Own end-to-end deployment programs where hardware, software, and content move in lockstep — IoT fleet rollouts or directly analogous deploy-at-scale programs

• You understand the failure modes that occur when these three tracks fall out of sync. That understanding is a requirement for this role.

• Source and manage vendors for speakers, amps, edge devices, accessories, racks, cabling, and shipping

• Forecast hardware demand and optimise inventory and logistics

• Negotiate pricing, terms, warranties, and supply risk

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 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

• Own escalation management and continuously monitor NPS and CSAT

• Drive a "we've got you" service culture — fast, accountable, no excuses

Project Management and New Business Onboarding

• Stand up a world-class PMO for launch governance, cross-functional rhythm, and disciplined delivery

• Drive flawless onboarding for new enterprise retailers — from pilot to national scale

• Partner closely with Sales to translate commitments into executable delivery plans

• Manage upgrade cycles, refresh programs, network expansions, and full-fleet rollouts

Operational Excellence and Systems

• Launch and optimise systems for deployment tracking, ticketing, asset management, and inventory control

• Build and evolve global SOPs, QA standards, and documentation

• Establish and monitor mission-critical KPIs: uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs

• Manage product warranty programs including replacement logistics, partner accountability, and cost recovery

Risk, Safety and Compliance

• Ensure equipment safety standards and electrical/code compliance across all global operating regions

• Maintain install quality, testing procedures, and audit frameworks globally

Change Management and Talent Development

• Lead global change management initiatives to embed new tools, automation, and standardised processes

• Build, mentor, and develop regional operations leaders and frontline teams

 

What you bring

You 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

• Managed end-to-end deployment programs where hardware, software, and content had to move together — IoT fleet rollouts or directly analogous deploy-at-scale programs. You understand what breaks when these three tracks fall out of sync.

• Built and executed end-to-end in-store hardware installation programs, including playbooks, SLAs, and repeatable deployment models for global use

• Managed operational vendor and third-party relationships globally — and enforced SLAs against partners under live retailer pressure. We're looking for scar tissue, not theory.

• Sourced and managed hardware vendors, forecasted demand, negotiated pricing and warranties, and optimised inventory and logistics

• Deep experience with network operations and reliability, including monitoring, escalation, remediation, and close partnership with Engineering teams

• Established, monitored, and achieved KPIs for large-scale hardware installation programs

• Built customer support models including support tiers, ticketing, escalation frameworks, and customer satisfaction metrics

• Partnered with a Sales team in a high-growth technology environment, translating commitments into executable delivery plans

• Led global change management initiatives to embed new tools, automation, and standardised processes at scale

• Full, unrestricted work rights for the United States (we are unable to offer immigration assistance for this position)

 

Bonus points if you:

• Have experience with light manufacturing, assembly, or kitting operations

• Have managed installation programs across small format, enterprise, and franchise stores

• Have built customer tech support programs specifically for retail environments

• Are certified in PMO or project management (PMP, Prince2, or similar)

 

Who we are

We live by four values:

Honesty First — Frank, direct, respectful, and fair. We choose honesty over getting it perfect.

Invent Solutions — We see a problem and solve it. No dwelling, no excuses.

Laugh and Learn — Genuine curiosity, never taking ourselves too seriously.

One Team — Diverse people, one direction. That's what makes us great.

 

A note on applications

There's no such thing as a perfect candidate. However you identify, and whatever background you bring, if this role excites you — please apply. QSIC is an equal opportunity employer and we know a diverse workforce makes us better.