The Sant

Senior Director of Field Operations

Posted 5 Days Ago

Be an Early Applicant

Hiring Remotely in Hebron, KY

Remote

Senior level

Cloud

The Role

As the Senior Director of Field Operations, you will oversee KeyMe's customer satisfaction by managing a team of technical professionals supporting self-service key copying kiosks. Responsibilities include developing KPIs, managing vendor relationships, and ensuring effective coverage of kiosk services. Your role involves advocating for internal teams to address customer issues and enhancing operational performance.

Summary Generated by Built In

About Us
KeyMe is revolutionizing lockout solutions for homes, cars and businesses. Via artificial intelligence and robotics, KeyMe allows users to store, share, and duplicate their physical keys and RFID cards. Fully automated self-service key duplicating kiosks can be found in over 4,000+ locations across the country in major retailers such as WalMart, Kroger, Rite Aid, 7-Eleven, Menards, and many others.
Additionally, KeyMe offers customers a one-stop solution for all their locksmith needs ranging from lockouts and re-keys to complex installations and custom jobs.  All KeyMe locksmiths have extensive experience and are fully vetted to ensure our customers receive the utmost quality experience. With upfront set pricing, customers know they will never be confronted with last minute charges. KeyMe’s smart routing gives customers the ability to monitor their Locksmith’s arrival, job progress, and receive instant receipts. KeyMe is providing unrivaled service quality, prices, and customer experience into the $12B/yr locksmith industry.
KeyMe is an exciting, well-funded (over $150M raised to date), tech company that is solving real consumer pain points. KeyMe is proud to have an open, collaborative and relaxed atmosphere where bright professionals work hard and enjoy what they do. With the added benefit of a friendly, flexible and creative working culture, you’ll be joining a forward-thinking, expanding team to continue opening doors for our customers.
We’re committed to providing a diverse, equitable and inclusive workplace where team members from all backgrounds, ethnicities, cultures, and experiences feel welcome and thrive. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
 
About the Role
KeyMe is looking for a Senior Director, Field Operations based remotely with ability to travel to our Hebron, KY office. Success for this role is ensuring KeyMe’s customers (both consumers and retailers) are delighted with our product and service.
The ideal candidate shall advocate for and manage a workforce of distributed, diverse, technical professionals supporting KeyMe’s self-service key copying kiosks. They should be an internal voice for their teams, working with Sales, Product, Engineering, and Executive Team to ensure KeyMe is supporting the customers (both consumers and retailers) with any issues they are having with our kiosks. 
What You’ll Be Doing
<ul>
<li>Responsible for developing and maintaining key KPIs/SLAs are met across a variety of retail relationships</li>
<li>Responsible for vendor management around critical metrics, including but not limited to; time to site, first pass resolution, quality, cost, and performance</li>
<li>Build and maintain network of internal and external technicians to ensure fleet-wide coverage of all kiosks and retailers</li>
<li>Develop techniques and best practices to cover our US distributed fleet of kiosks in as efficient and cost-effective a manner as possible.</li>
<li>Develop reporting capabilities with our Analytics teams to track and publish critical metrics.</li>
<li>Create resource planning models that anticipate KeyMe growth and put the appropriate staffing plans in place to meet the business needs.</li>
<li>Strong communication skills, specifically across teams and leadership for status updates on Field Ops Initiatives   </li>
<li>Advise Engineering and Manufacturing stakeholders on software and hardware changes/improvements to improve kiosks and customer experience.</li>
<li>Create and manage department budget and costs</li>
</ul>
 
How We Know You Can Do It
<ul>
<li style="font-weight: 400;">5+ years of experience with retail kiosk-like machine support and service organization (experience in both startups and established companies a plus)</li>
<li style="font-weight: 400;">Excellent communication skills– able to effectively and tirelessly communicate critical issues to the key stakeholders and weed through the chaos to develop appropriate solutions.</li>
<li style="font-weight: 400;">Love of learning and a continuous improvement mindset– proven track record of developing and refining processes to meet the team goals</li>
<li style="font-weight: 400;">Business systems experience– developing, implementing, and improving service ticket systems, field service scheduling, and work order modules</li>
<li>Demonstrated experience in managing, training, coaching and developing team members</li>
<li>Experience managing P&L for a business unit</li>
</ul>
 
What You’ll Get
<ul>
<li style="font-weight: 400;">A compensation package that includes salary and stock options</li>
<li style="font-weight: 400;">Health, dental, and vision insurance</li>
<li style="font-weight: 400;">401K plan with match</li>
<li style="font-weight: 400;">Flexible PTO Policy</li>
<li style="font-weight: 400;">Flexible Spending Account (FSA)</li>
<li style="font-weight: 400;">Health Savings Account (HSA)</li>
</ul>