Director of Field Operations

March 27

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KeyMe Locksmiths

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Revolutionizing the locksmith industry with innovative robotics and mobile technology.

Key Duplication • Robotics • Key Copying • App Technology • Locksmith

51 - 200

Description

• Responsible for developing and maintaining key KPIs/SLAs are met across a variety of retail relationships • Responsible for vendor management around critical metrics, including but not limited to; time to site, first pass resolution, quality, cost, and performance • Build and maintain network of internal and external technicians to ensure fleet-wide coverage of all kiosks and retailers • Develop techniques and best practices to cover our US distributed fleet of kiosks in as efficient and cost-effective a manner as possible. • Develop reporting capabilities with our Analytics teams to track and publish critical metrics. • Create resource planning models that anticipate KeyMe growth and put the appropriate staffing plans in place to meet the business needs. • Strong communication skills, specifically across teams and leadership for status updates on Field Ops Initiatives • Advise Engineering and Manufacturing stakeholders on software and hardware changes/improvements to improve kiosks and customer experience.

Requirements

• 5+ years of experience with retail kiosk-like machine support and service organization (experience in both startups and established companies a plus) • Excellent communication skills– able to effectively and tirelessly communicate critical issues to the key stakeholders and weed through the chaos to develop appropriate solutions. • Love of learning and a continuous improvement mindset– proven track record of developing and refining processes to meet the team goals • Business systems experience– developing, implementing, and improving service ticket systems, field service scheduling, and work order modules • Demonstrated experience in managing, training, coaching and developing team members

Benefits

• A compensation package that includes salary and stock options • Health, dental, and vision insurance • 401K plan with match • Flexible PTO Policy • Flexible Spending Account (FSA) • Health Savings Account (HSA)