Head of Customer Field Operations

Application Process If you fit the person specification and this role sound exciting and aligns with your skills and expertise, please send your CV and cover letter over to [email protected] . Head of Customer Field Operations i Opt Ltd is a IoT technology company using sensors to capture property data to help build smart solutions for sustainable and efficient living. The company works with a range of clients across different sectors. We are an innovative and rapidly growing company and team and looking for expert talented to join our team and contribute to our exciting journey. Job Overview As a result of our expanding team, iOpt is looking for an experienced Head of Customer Field Operations. This role has been created to oversee all field operations, ensuring that projects are completed on time and to the highest standards. The ideal candidate will have a solid combination of excellent leadership skills, technical knowledge and operational expertise. Although this role is responsible for managing a team, it will involve occasional field work to better understand and support the customers and engineers. What You Will Do Team Management Lead and manage the installations and support team effectively to deliver outstanding service to our customers. Manage performance, provide ongoing feedback, and ensure development plans are in place that address, training, development, and talent progression needs. Ensure team delivery against operational targets, standards, policies & procedures, and business strategy. Operational Strategy & Deployment Develop and implement deployment strategies for large-scale IoT sensor deployment in social housing. Collaborate with product, engineering, and customer success teams to streamline processes. Set and track KPIs for installation efficiency, network performance, and customer service. Supply Chain & Logistics Oversee and provide direction ensuring timely and cost-effective delivery of IoT devices to clients/projects. Work with contractors and clients to optimize field operations, reducing installation time and tenant disruptions. Commissioning, Installation and ongoing estate management Lead device rollout and work with the connectivity team ensure seamless integration with communication networks using in-house and 3rd party install teams across the UK. Work with internal teams to address connectivity challenges in social housing and to optimize device performance in varying network conditions. Ensure installation teams are fully trained and comply with all relevant standards relating to the installation of IoT devices in social homes. Estate repair and maintenance management in line with expectations of the customer with regards to product and service performance. Customer Support Ensure excellent support for housing providers and tenants during and after deployment. Develop troubleshooting processes for common connectivity issues and ensure effective cross-functional collaboration. Pre and post installations - Manage complex and/or escalated queries and complaints; resolve issues and enable root causes to be identified and addressed. SLA monitoring and KPI reporting across all levels of the organisation. Cost Management Oversee cost-effective deployment. Work with finance to forecast operational expenditures and identify areas for cost reduction. Compliance & Risk Management Ensure all processes comply with regulations, including data privacy and health and safety. Identify and mitigate risks to ensure installer and tenant safety. Coach the team on safety, quality control and productivity outputs, ensuring that all work complies with current codes of practice, standards, and legislation, particularly Health, Building, Safety & Environmental. E.g compliance around drilling through fire walls for installations. Person Specification Minimum 3+ years' experience as a Field Operations Manager or Installations Manager or similar within a relevant industry. Knowledge and experience across all areas of the job responsibilities laid out in the job specification. Ability to effectively manage and lead under pressure. Ability to plan and prioritise our growing workload to deadlines. Knowledge and experience of using job management system. Ability to work from instruction and make decisions as needed with minimal supervision. Excellent communication and stakeholder management skills. Great attention to detail with excellent project and time management skills. In return for your commitment, drive, and enthusiasm, we offer an attractive benefits package, flexible working, and the opportunity to make a difference in a competitive and rewarding field. This includes Vitality Health Insurance, a comprehensive pension scheme, and an excellent holiday allowance. iOpt is an equal opportunities employer. Application Process If you fit the person specification and this role sound exciting and aligns with your skills and expertise, please send your CV and cover letter over to [email protected] . Thank you for your interest in iOpt.