Director of Field Operations

This role will be responsible for managing the field service teams that support our enterprise customers, as well as providing customer facing technical expertise for key customer relationships and opportunities. The ideal candidate has strong leadership and organizational skills, clear written and oral communication, and the ability to communicate technical ideas and language in easy to interpret ways. This position works in close collaboration with the Vice President of Operations to ensure we have the right processes and people in place to support the success of the entire business.

• Lead and develop a high-performing team of leaders and individual contributors, including recruitment, training, and performance management.
• Build and maintain strong, positive, collaborative relationships with field customers via verbal and written communications to ensure that any issues that arise are addressed quickly and professionally.
• Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives.
• Track KPIs (productivity, quality, volumes, etc), analyze data, identify areas for improvement and implement impactful changes.
• Ability and willingness to travel as required.

• Develop and implement field operations plans and best practices to ensure timely execution of customer program deliverables in a highly collaborative environment.
• Drive operational efficiencies and continuous improvement, enhancing productivity, customer satisfaction, and profitability. Evaluate and refine field service operational processes for scalability, efficiency, and quality control.
• Proactively address and identify customer issues, focusing on mutually beneficial outcomes, and upholding the company's brand and core values to customers.
• Foster innovative and entrepreneurial thinking within the field operations teams, empowering employees to seek operational efficiencies and expand service offerings.
• Establish cross-functional partnerships to address operational challenges, drive projects that meet strategic goals, and identify opportunities for innovation and improvement. 
• Serve as a liaison between executives, internal, and external stakeholders, ensuring alignment and information flow. Prepare reports, communications, and presentations highlighting key updates, milestones, and insights.
• Be the technical expert for field customer opportunities, quarterly business reviews (QBRs), and statement of work (SOW)/contract renewals as required.
• Utilize a learning mindset to adapt strategies based on feedback and evolving field dynamics. Stay informed about industry best practices and implement relevant improvements and changes.
• Drive the goal-setting process, ensuring alignment with company strategies, including establishing shared goals across the company where necessary.
• In partnership with Revenue and Sales Operations, design and implement strategic programs focused on driving revenue growth, including pipeline acceleration, upsell opportunities, and account expansion initiatives.
• Leverage strong business acumen to make informed decisions and guide strategic direction while executing tactful initiatives.
• Actively participate in quarterly leadership meetings, development workshops, and strategic planning processes. 
• Other duties as assigned by leadership.

• 10+ years of experience in field operations management
• 5+ years experience in a customer facing leadership role
• Proven leadership and team management experience with headcounts of 50+ employees
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Strong technical aptitude with a focus on IT asset management and repair
• Experience working with manufacturer requirements is strongly desired
• Excellent communication, negotiation, and leadership skills
• Project management and data analysis skills

ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.