Director of Operations

The New Network; British Columbia; On-site; CAD 100,000 - 150,000; Full time

Job summary

A construction technology company is seeking a Director of Operations & Field Service in British Columbia. The role involves leading global operations, ensuring effective service delivery, and managing the hardware lifecycle. Candidates should have senior-level experience in operations, strong leadership skills, and a focus on customer success. This position promises the chance to directly influence customer experiences and drive the company's operational growth strategy for the future.

Qualifications

• Senior-level experience in operations related to physical assets and customer delivery.
• Understanding of global supply chains and managing physical assets at scale.
• Strong skills in leading distributed teams and developing managers.

Responsibilities

• Lead global operations function for hardware lifecycle management.
• Ensure consistent service delivery and onboarding experience.
• Partner with finance to manage operations expenditures.

Skills

Leadership

Operations management

Customer success focus

Supply chain knowledge

Process improvement

Construction industry knowledge

Tools

ERP systems

CRM systems

Fleet management software

Job description

Director of Operations & Field Service

Our client is a construction technology company operating across North America and APAC, with a proven product used by leading organizations in the construction industry. As they continue to expand globally, they’re hiring a Director of Operations & Field Service to lead strategy, execution, and team development across global hardware operations and regional service delivery.

What You’ll Do

You’ll lead the global operations function, owning the hardware lifecycle and the customer’s “first touch” experience through service delivery. Core responsibilities include:

Supply Chain, Fleet, and Vendor Operations

• Own the end-to-end lifecycle of the global hardware lease fleet, ensuring assets are tracked, refurbished, and ready for redeployment
• Lead vendor and partner management across procurement, assembly, logistics, and installation networks, including contracts, performance expectations, and quality standards
• Drive global logistics strategy across shipping, customs, and reverse logistics (returns and repairs)
• Maintain lean but responsive inventory across regional hubs to ensure project start dates are consistently met
• Build repeatable vendor playbooks so partners deliver consistently as volume increases

Field Service Delivery and Customer Experience

• Define and enforce the global “Gold Standard” for onboarding, installation support, and initial site calibration
• Lead and scale regional service delivery teams, including coaching and development for front-line service leaders
• Standardize deployment playbooks to reduce time to value and ensure a consistent experience across geographies
• Create clear operating rhythms, metrics, and accountability across regions so service quality does not vary by market
• Run safety-first operations on active job sites and ensure compliance across local requirements in global markets

Operational Systems, Automation, and Performance

• Partner closely with Finance to manage OpEx and CapEx, with a focus on improving gross margins tied to service delivery
• Implement and optimize core tooling (ERP, CRM, fleet management) to reduce manual friction and improve visibility into fleet health and service performance
• Drive automation and AI-enabled workflows that simplify coordination and reporting, and free the team up to spend more time with customers
• Build the operating infrastructure to support 10x growth in the active fleet over the next 3 years

Cross-Functional Partnership

• Partner closely with Sales and Customer Success to align delivery capacity with sales commitments and project timelines, while protecting a consistent customer experience
• Create a tight feedback loop with Product and Engineering by translating field insights and hardware performance into durability improvements and software feature requests

Required Superpowers

• Senior-level experience leading operations in a physical-asset plus customer delivery environment (HaaS, IoT, or construction tech is a plus)
• Deep understanding of global supply chains and the realities of managing physical assets at scale, including reverse logistics
• Strong leadership skills with experience managing distributed teams and partner ecosystems, and developing front-line managers
• Customer-first instincts, you view operations as the foundation of customer success and retention
• Systems and process discipline, you can turn complex operations into simple, repeatable, scalable systems
• Comfort operating in a scaling environment with ambiguity, paired with a continuous improvement mindset
• Familiarity with the construction industry and the logistics of site-based technology is an asset

This is an opportunity to lead a global operations function at a company with a strong foundation and real momentum, building the structure, systems, vendor ecosystem, and service standards required to scale internationally, while directly owning the customer’s earliest and most important experience with the product.