[Remote] Director of Operations, Procell InSite

Note: The job is a remote job and is open to candidates in USA. The Duracell Company is a leading manufacturer of high-performance batteries and is seeking a Director of Operations for their InSite division. This role involves overseeing the deployment and installation processes, customer support, and customer success, ensuring that signed contracts translate into successful customer engagements.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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
• 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 development

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