[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.ResponsibilitiesOwn the end-to-end deployment process from signed contract to go-liveBuild and manage the certified third-party installer network including certification standards, training programs, compensation structures, and quality control frameworksOwn commissioning and go-live validation, confirming device transmission and dashboard readiness before any deployment is marked completeServe 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 readinessBuild deployment tracking and real-time field documentation that scales from single-property installs to portfolio-wide rolloutsDrive installation cost reduction on a defined glide pathOwn the customer onboarding workflow from device activation through dashboard adoptionBuild 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 customerStand up the L1/L2 (Level 1 and Level 2) customer support functionBuild support intake processes, escalation pathways, SLA frameworks, and runbooksDefine 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 deploymentsImplement the support platform in partnership with the CRM architectCoordinate L3 escalation paths with Product and R&D for firmware and hardware issuesBuild toward AI-assisted triage and self-service resolution over timeDefine customer health metrics and build the proactive monitoring modelOwn renewal risk identificationEstablish expansion conversation playbooks tied to lifecycle milestonesDrive Net Revenue Retention (NRR) above 100 percent as the team and customer base scaleOwn post-install device monitoring coordinationBuild the on-demand field service response model for hardware issues that require physical remediationDevelop remote triage and self-service capabilities to minimize on-site dispatch costManage the field service partner network in coordination with the Supply Chain LeaderSkillsDirect experience deploying physical hardware-plus-software products in the fieldProven track record building and managing a third-party installer or field service partner networkExperience standing up customer support infrastructure from scratch: ticketing, SLAs, runbooks, escalation pathwaysDemonstrated ability to operate in a high-ambiguity, lean-team environment with minimal existing infrastructureStrong cross-functional collaboration instincts: this role touches Product, R&D, Commercial, and Finance dailyComfort with significant field travel, including international dry dock locations for cruise deploymentsBackground in IoT hardware deployment, hospitality technology, or a field-intensive SaaS-Plus environmentExperience working inside or alongside a large parent company structure while operating with startup agilityFamiliarity with Salesforce Service Cloud or equivalent support platformUnderstanding of SaaS unit economics: cost per deployment, customer acquisition cost, and net revenue retentionExperience using AI tools to build knowledge bases, triage support requests, or accelerate runbook developmentCompany OverviewDuracell is the world’s leading manufacturer and marketer of high-performance alkaline batteries, lithium coins, rechargeable batteries, and other specialty cells. It was founded in 1924, and is headquartered in Bethel Springs, Tennessee, USA, with a workforce of 1001-5000 employees. Its website is http://www.duracell.com.