Director of Operations, Procell InSite

We are searching for a Director of Operations to build and own the Operations Division for InSite, the post-sale value delivery engine that turns signed contracts into successful, paying, renewing customers. This individual sits on the InSite leadership team and is fully accountable for all five pillars of the division: deployment and installation, onboarding and training, customer support, customer success, and field operations.

In the first 12 months, the focus is centered around field operations and deployment, roughly 65 percent of the role: standing up the third-party installer network, building and executing deployment playbooks, and owning installation quality from contract signing through go-live. The remaining 35 percent covers building the early customer support function, onboarding, and training. As the customer base scales, the role expands fully into customer success, field service, and divisional leadership.

This is a senior, hands-on, build-and-execute role. The right person has led physical deployments of hardware-plus-software products, has built third-party installer programs from scratch and can build and own a multi-function division.

As the Director of Operations, your primary role and responsibilities may include:

Customer Deployment and Installation (Primary, Year One)

Own the end-to-end deployment process from signed contract to go-live. Build and manage the certified third-party installer network including certification standards, training programs, compensation structures, and quality control frameworks. Own commissioning and go-live validation, confirming device transmission and dashboard readiness before any deployment is marked complete. Serve as the operational bridge between field deployment realities and the Product, R&D, and manufacturing teams, including international coordination for cruise dry dock deployments and hardware readiness. Build deployment tracking and real-time field documentation that scales from single-property installs to portfolio-wide rollouts. Drive installation cost reduction on a defined glide path.

Onboarding and Training

Own the customer onboarding workflow from device activation through dashboard adoption. Build onboarding runbooks and training materials for hotel operations teams and cruise ship operations staff (and others). Establish time-to-value metrics and track them per customer.

Customer Support

Stand up the L1/L2 (Level 1 and Level 2) customer support function. Build support intake processes, escalation pathways, SLA frameworks, and runbooks. Define and own the support coverage model, including the recommendation on standard support hours versus 24/7 coverage as the customer base scales across time zones and at-sea cruise deployments. Implement the support platform in partnership with the CRM architect. Coordinate L3 escalation paths with Product and R&D for firmware and hardware issues. Build toward AI-assisted triage and self-service resolution over time.

Customer Success

Define customer health metrics and build the proactive monitoring model. Own renewal risk identification. Establish expansion conversation playbooks tied to lifecycle milestones. Drive Net Revenue Retention (NRR) above 100 percent as the team and customer base scale.

Field Operations and Service Network

Own post-install device monitoring coordination. Build the on-demand field service response model for hardware issues that require physical remediation. Develop remote triage and self-service capabilities to minimize on-site dispatch cost. Manage the field service partner network in coordination with the Supply Chain Leader.
 

KEY QUALIFICATIONS

• Direct experience deploying physical hardware-plus-software products in the field

• Proven track record building and managing a third-party installer or field service partner network

• Experience standing up customer support infrastructure from scratch: ticketing, SLAs, runbooks, escalation pathways

• Demonstrated ability to operate in a high-ambiguity, lean-team environment with minimal existing infrastructure

• Strong cross-functional collaboration instincts: this role touches Product, R&D, Commercial, and Finance daily

• Comfort with significant field travel, including international dry dock locations for cruise deployments

Strongly Preferred

• Background in IoT hardware deployment, hospitality technology, or a field-intensive SaaS-Plus environment

• Experience working inside or alongside a large parent company structure while operating with startup agility

• Familiarity with Salesforce Service Cloud or equivalent support platform

• Understanding of SaaS unit economics: cost per deployment, customer acquisition cost, and net revenue retention

• Experience using AI tools to build knowledge bases, triage support requests, or accelerate runbook developmen