Director of Operations

Focal Systems

. Own ongoing field-service performance and SLA delivery, prioritising maintenance work and driving issues through to resolution .

Posted 10/23/2026full-timeRemote • United KingdomLead💰 £98,000 - £112,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operations leadership, focusing on field-service performance, SLA delivery, and team management. Proficient in analyzing processes, driving improvements, and collaborating with cross-functional teams to enhance deployment and customer success.

Highest-signal resume keywords

Operations LeadershipField Operations ManagementData-Driven PlanningBudgeting and FinanceProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Field-Service PerformanceSLA DeliveryInstallation ManagementLogistics CoordinationKPI TrackingAccount ManagementCustomer SuccessProcess DesignThird-Party ManagementHealth and Safety Compliance

Soft Skills

Excellent CommunicationRelationship BuildingIndependent WorkProblem SolvingTeam Leadership

Tools & Technologies

Retail TechnologyShopper-Facing AppsBack-Room Inventory ManagementPOS Systems

Certifications & Qualifications

Lean Six Sigma

Industry Keywords

Retail OperationsGrocery OperationsHigh-Growth StartupScale-Up Environment

About the role

Key responsibilities & impact

Own ongoing field-service performance and SLA delivery, prioritising maintenance work and driving issues through to resolution
Build, lead, and develop the UK field operations team installing and maintaining shelf cameras at scale
Own the operational plan for UK deployments, including scheduling, logistics, installation, quality checks, and maintenance
Define, track, and report field-performance and SLA-adherence metrics
Partner with executive leadership on performance goals, budgets, and long-term UK operational strategy
Analyse processes, identify bottlenecks, and lead improvements in speed, quality, and efficiency
Collaborate with Product, Engineering, Supply Chain, and Customer Success on hardware, software, and deployment improvements
Serve as senior escalation point for operational and customer issues
Build relationships with retail partners and deliver against agreed success criteria
Manage third-party installer and service-partner performance, quality, and cost
Establish safe working practices and ensure health and safety compliance at retailer sites

Requirements

What you’ll need

5+ years in an operations leadership role, managing people, processes, and budgets
Experience leading field operations, installation, or service teams across multiple sites, ideally deploying hardware at scale
Strong working knowledge of finance and budgeting, customer service, logistics, and people management
Ability to plan and run operations using data and KPIs
Experience designing and implementing structures, roles, and processes for rapid growth and shifting business needs
Understanding of account management and customer success
Ability to work with senior customer stakeholders
Excellent written and verbal communication
Ability to work independently in a remote environment
Ability to travel regularly within the UK
Knowledge of retail or grocery operations (nice to have)
Familiarity with retail technology, shopper-facing apps, back-room inventory management, or POS systems (nice to have)
Experience managing third-party installers, contractors, or service partners (nice to have)
Lean Six Sigma or similar process improvement certification (nice to have)
Experience in a high-growth startup or scale-up environment (nice to have)

Benefits

Comp & perks

Stock options / attractive stock
Generous paid time off
Pension
Sick leave
Parental leave
Learning and development budget