Global Head of Operations

QSIC is reinventing in-store audio. We use Audio, Intelligence (AI) and Creativity to redefine the value of in-store audio and drive growth for retailers and brands. Our story began in Australia over a decade ago with a love for music and a simple purpose: to create value that others can’t see. We sought to bring that to life through exceptional audio experiences,  so we built the leading intelligent in-store audio platform for retailers and brands. At QSIC, in-store audio has never been just “background noise.” Audio has the power to change the atmosphere, spark emotion and shift the atmosphere. When it’s seamlessly woven into an in-store experience, it doesn’t just play – it connects. It engages shoppers without distracting them, influences decisions where it matters most, and elevates the entire shopping journey. Today, QSIC technology powers thousands of stores across three continents, reaching over 100 million shoppers each month. 

- QSIC’s Ad Platform removes the friction of ad production, and instantly creates targeted, brand-aligned messaging with AI. Advertisers can use our Planning solution to eliminate guesswork by having their messages dynamically placed in the market - at the right time, for maximum impact. Every ad play is recorded and verified, providing unprecedented transparency. 

-QSIC’s In-Store Audio solutions deliver intelligent, scalable and personalised playlists to match brand identities, and automated volume control to adjust for every moment!

- QSIC Intelligence provides enhanced targeting, and predicts the right message for every moment using our data-driven insights. The QSIC Intelligence solution includes performance analytics and self-service reporting. 

Our motivation is to create value that others don’t see. Our promise is to use audio, intelligence and relentless dedication to transform spaces and deliver results. We have team members based in Australia, the United States and Mexico, and received Series B funding in January 2025. We’re just getting started!

QSIC is seeking an experienced Global Head of Operations to build and scale the global operational engine that powers QSIC’s intelligent in-store audio platform - from procurement, to installation, to 24/7 Tech Support. You’ll make it possible for retailers around the world (scale ranging from one store, to >100k stores) to plug in, turn on, and trust the QSIC network to deliver exceptional sound and uptime. In this role you’ll have the opportunity to architect and deliver the QSIC Operations function globally.

An experienced people manager, you will build and lead regional Operations teams (Americas, APAC, EMEA) that ensure QSIC gets thousands of stores live consistently and reliably on a weekly basis — enabling smooth, repeatable deployments and long-term success for QSIC customers. An Operations enthusiast with extensive experience with hardware deployments, you’ll be someone who knows how to streamline chaos into a calm, predictable pipeline. You’ll be someone who lives for green dashboards — and knows how to turn red ones into lessons. If a store manager calls, you’ll have built a high-performing team which knows to immediately enter solutions mode. Reporting directly to the President, Americas, you will work closely with QSIC global teams including Retail Media, Product, Engineering, Sales and Support to ensure reliable operations as QSIC continues scaling globally. This is a full-time hybrid role located in Dallas, United States, and requires the flexibility to work across US, Australia and EMEA time zones to collaborate effectively with a globally dispersed team.

- Build and lead regional Operations organizations (AMERICAS / APAC / EMEA)

- Oversee end-to-end in-store installation programs across small format, enterprise, and franchise store locations

- Create playbooks, SLAs, and repeatable deployment models for global use

- Manage global field partners, installers, and on-site maintenance resources

- Own store launch timelines, quality and cost metrics

- Lead cross-functional strategic alignment and operational enablement across Retail, Product, Engineering, Sales and Support teams to ensure global cohesion and execution excellence

- Source and manage vendors for speakers, amps, edge devices (QBIT), accessories, racks, cabling, shipping

- Forecast hardware demand and optimize inventory and logistics

- Negotiate pricing, terms, warranties, and supply risk

- Manage build and kitting workflows

- Strategically manage all operational vendor and third-party relationships globally including software and logistics partners to optimize the end-to-end supply chain and service delivery

- Run 24/7/365 network monitoring, escalation, and remediation

- Build playbooks for device health, firmware updates, and performance uptime

- Partner with Engineering on instrument monitoring and real-time support tooling

- Deliver “retail grade” uptime globally

- Build global support tiers (L1/L2/L3) for retailers, franchisees, and field teams

- Oversee ticketing, escalation, response SLAs, and hands-on diagnostic guidance

- Ensure every store has someone who can help — fast

- Drive first-call resolution and a “we’ve got you” service culture

- Own escalation management and continuously monitor customer satisfaction metrics (NPS, CSAT) to drive an exceptional service culture worldwide

- In partnership with QSIC’s Retail team:

*Stand up a world-class PMO for launch governance, cross-functional rhythm, and disciplined delivery processes

*Orchestrate timelines, dependencies, risk frameworks, and executive reporting across Retail, Product, Engineering, Finance, and Support

*Drive flawless onboarding for new enterprise retailers — from pilot to national scale — ensuring operational readiness, site surveys, install planning, device logistics, compliance, and support alignment

*Partner closely with Sales to translate commitments into executable delivery plans, ensuring expectations, SLAs, and responsibilities are clearly mapped

*Manage upgrade cycles, refresh programs, network expansions, and full-fleet rollouts

- Launch and optimize systems for deployment tracking, ticketing, asset management, inventory control, and automated workflows

- Build and evolve global SOPs, QA standards, and documentation to drive precision, scale, and repeatability

- Establish and monitor mission-critical KPIs — including uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs

- Manage product warranty programs, ensuring rapid resolution, replacement logistics, partner accountability, and cost recovery

- Leverage advanced data analytics and real-time reporting to drive continuous operational improvements, demand forecasting, and strategic decision-making

- Ensure equipment safety standards, electrical/code compliance in all global operating regions

- Maintain install quality, testing procedures, and audit frameworks globally

- Manage vendor compliance and store-ready standards globally

- Lead global change management initiatives to embed new tools, automation and standardized processes at QSIC, ensuring operational excellence at scale

- Build, mentor and develop regional operations leaders and frontline teams, fostering a high-performance culture aligned with company values and growth objectives 

- Hired and managed remote, globally distributed technical Operations teams (>10) in a fast scaling technology business. 

- Managed end-to-end in-store hardware installation programs, including creating playbooks, SLAs, and repeatable deployment models for global use.

- Managed operational vendor and third-party relationships globally, including software and logistics partners, and external store installation resources - global field partners, installers, and on-site maintenance teams.

- Sourced and managed vendors for hardware-related items, forecasted hardware demand, negotiated pricing (including terms, warranties) and optimized inventory and logistics processes.

- Experience with network operations and reliability, including deep understanding of network monitoring, escalation, and remediation, and demonstrated deep partnership with Engineering teams.

- Established, monitored and achieved KPIs for large scale hardware installation programs (at QSIC these KPIs may include items like uptime, deployment velocity, cost efficiency, MTTR, NPS, and support SLAs).

- Experience with hardware warranty programs, with experience ensuring rapid resolutions, managing replacement logistics, ensuring partner accountability, and implementing cost recovery strategies.

- Partnered with a Sales team in a high growth technology environment, with demonstrated examples of when you have translated sales commitments into executable delivery plans.

- Built customer support models - including developing support tiers (L1/L2/L3), ticketing, escalation, response SLAs, and customer satisfaction metrics (NPS, CSAT).

- Demonstrated experience learning about, keeping up to date with and adhering to global safety standards, including electrical codes and compliance, testing procedures, and audit frameworks.

- Led global change management initiatives to embed new tools, automation and standardized processes within organizations, embedding operational excellence at scale.

- Demonstrated experience leading global cross-functional operational projects to ensure global cohesion and execution excellence.

- A passion for continuous improvement in operational processes, tooling, technology and customer experience.

- Excellent communication and stakeholder management skills, with the ability to inspire teams and foster alignment across geographies and disciplines.

- Willingness to be hands-on when required while maintaining strategic oversight.

- A high level of autonomy and self-reliance, able to manage multiple streams of work with a variety of stakeholders.

- Full, unrestricted work rights for the United States (unfortunately we are unable to offer immigration assistance for this position).

- Have experience with light manufacturing/assembly and knowledge of best practices

- Have managed installation programs across small format, enterprise, and franchise stores

- Have built customer tech support programs for retail (retailers, franchisees, and field teams)

- Are certified in PMO and/or project management (PMP, Prince 2 or similar)

- Honesty First: Keep it real, mate. We celebrate frank communication that is direct, open, respectful, and fair. We choose honesty over getting it “perfect” every time.

- Invent Solutions: Roll up your sleeves. We see a problem and don’t dwell on it but rather - we understand it, we own it, we solve it. We don’t see a wall, but a hurdle ready for us to take.

- Learn Everyday: Soak it up.​ We have a genuine insatiable curiosity and never take ourselves too seriously. 

- One Team: We are all in this together. We value the diversity of our people—their nuances and differences. When we come together as a team, that’s what makes us truly great.

At QSIC we recognise there is no such thing as a ‘perfect’ candidate. QSIC is a company where everyone has an opportunity. So however you identify, and whatever background you bring with you, please apply if this role interests you. QSIC is an equal opportunity employer, and we know that a diverse workforce is crucial to our success as a business!

QSIC takes a market-based approach to pay, and pay may vary depending on your location. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.