Head of Field Operations & Performance

About the role

We’re looking for a Head of Field Operations & Performance to build, lead and optimise all field‑based service delivery activities. The role ensures efficient execution, high customer satisfaction and strong financial performance across a distributed workforce of technicians, installers and service teams.

Key responsibilities

• Own the end‑to‑end customer/installer journey, define entry/exit criteria, publish RACI and manage operating reviews and escalations.
• Manage L1 and L2 field operations, qualification standards, onboarding, training and territory activation.
• Standardise lead referral and assignment rules, identify bottlenecks and drive cycle‑time reduction from lead to install completion.
• Build and maintain a territory capacity model, set utilisation targets and partner with Finance/Operations on cost‑to‑serve and budgeting.
• Define safety and compliance requirements for installer partners, ensure permitting readiness and govern partner SLAs.

Required profile

• 7‑10+ years of experience managing end‑to‑end operating workflows across partner acquisition, lead handling, onboarding, installation delivery and post‑install support.
• Bachelor’s degree in Business, Operations, Engineering or equivalent practical experience.
• Proven track record of building and scaling process‑based field operations with measurable performance management.
• Strong cross‑functional collaboration skills with Sales, Ops, Customer Success, Field, RevOps and IS teams.

What we offer

• Full benefits package including health insurance, virtual care, employee stock options (ESOP) and flexible hours.
• Parking or employer‑run commute program within walking distance of Metro Namur.
• Opportunity to work with globally respected investors and world‑changing patents in the clean‑energy sector.