Global Head of Operations

Global Head Of Operations

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.

You will:

Global Deployment and Field Execution

• Build and lead regional Operations organizations (AMERICAS / APAC / 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 strategic alignment and operational enablement across Retail, Product, Engineering, Sales and Support teams to ensure global cohesion and execution excellence

Hardware, Software and Content Deployment

• Own end-to-end deployment programs that span hardware, software, and content ensuring all three move in lockstep across IoT fleet rollouts into customer environments
• 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 Onboarding

• 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

About You

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 whether as the operator in charge or as the architect and right-hand to a strong multi-region leader.
• Managed end-to-end deployment programs where hardware, software, and content had to move together IoT fleet rollouts, deploy-at-scale-into-customer-environments programs, or directly analogous experience. You understand the failure modes that occur when these three tracks fall out of sync.
• 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. Critically, you have enforced SLAs against partners under live retailer pressure: you have the scar tissue, not just the theory.
• 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.
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