Head of Deployment Operations

Head of Deployment Operations

Solink is a different kind of data analytics software company. We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A Bit About The Role…

As the Head of Deployment Operations, you will lead Solink’s Deployment team and oversee the entire lifecycle of our customer installation journey. Your role will focus on strategic planning, operations management, and project execution to ensure seamless deployment of Solink's solutions across thousands of locations. You will develop scalable processes, manage third-party field service providers, and drive efficiency in our installation and implementation efforts.

This role is ideal for someone with a strong background in field service operations, project management, and IT/security system deployments who thrives in a high-growth, fast-paced environment.

WHO YOU ARE :

• You generally have a positive attitude and the ability to make a difference. An ability to prioritize, problem solve, and keep things in perspective based on business needs and risk. A strong desire to want to build something, to lead, to get things done and to have fun at it.
• You are comfortable wearing many hats. You use a common sense approach to simplify problems and process driven approach to tackle said problems efficiently and effectively.
• You are strategic and think about your objectives at a strategic level. Process is important to you to the core because you know it’s important to build something that has repeatable success.
• You see opportunity and take it. You are a phenomenal negotiator, using leverage and creativity to conjure situations to benefit all parties particularly your group or company.
• You are “customer obsessed” - ensuring customers are raving fans of Solink is very personal to you.
• You are a self sufficient learner and DIY’er, with an innate desire and abilities to figure things out. A google expert in problem solving things you have never encountered before
  
  

Your Background And Experience

• 10+ years experience managing or leading a national or global implementation, installation or repair field service group, preferably via a third party or contractor model
• Bachelor’s Degree in Business Administration, International Business, Supply Chain Management, Finance, Economics, or a related field or equivalent experience
• Proven experience in a managerial or leadership role within operations, demonstrating progression and increased responsibility over time.
• A track record of achieving significant increase in speed and quality of installs, cost savings, efficiency improvements and breaking records in other various key performance indicators
• Hands-on experience with in field or onsite field work, project management, scheduling, contract negotiation, and cost reduction strategies.
• Previous experience and proficiency in implementing and managing enabling tools and technologies, such as spreadsheets, partner/3rd party installer management tools, field service and scheduling tools, case or work order processes in CRM or ERP’s,
• Proficiency in English.
• Travel may be required.
  
  

Nice to have…

• Experience as a business owner, operator or entrepreneur is an asset
• Experience in security or IT ecosystem, particular at a security integrator is an asset
• Proficiency in one or more of Spanish, French, Mandarin, Arabic, would be considered an asset.
  
  

WHAT WILL YOU DO?

Strategic Oversight

• Develop and implement scalable processes, aligning with Solink’s strategic goals - specifically, aligning growth targets, capacity planning and segmentation strategies to improve efficiency and scalability.
• Ensure revenue recognition by maintaining clear visibility into project progress and deliverables.
• Forecast, manage project timelines and ensure on-time project completions across 100s of customer deployment across 1000s of sites in a month.
• You will ensure compliance with industry standards and regulatory requirements, including changing landscape in environmental compliance
• Develop and leverage capacity planning methods to ensure resource needs matching ever increasing targets
• Lead quarterly planning (OKRs or other frameworks) in collaboration with senior leadership, with regular reviews to ensure alignment with company objectives.
  
  

Operational Management

• Lead the Deployment team; including Project Managers (PMs), Ordering and Scheduling Coordinators, Install Support Reps, backend configuration team and QA staff.
• Deeply understand and create visibility into the performance of the team to understand bottlenecks and opportunities to improve
• Manage P&L for installation, post-sale support, and Operations COGS in collaboration with Finance. Deeply understand and create visibility into the costs, to understand opportunities to reduce costs or increase revenue generation, while improving or maintaining speed and quality
• Oversee hiring activities for all teams within the department, working closely with Human Resources Business Partners (HRBP) to align requirements against budgets.
• Through your management team, oversee all aspects of the deployment process, ensuring on-time delivery and client satisfaction.
  
  

3rd Party Field Service Management (Partners):

• Grow and manage the partner network, ensure we have a pool of certified and trained 3rd party technicians or partners to conduct our installs based on our geographic expansion and skillset required
• Implement training programs, certifications, and systems to ensure partner technicians meet Solink’s quality and procedural expectations.
• Drive continuous improvement and foster collaboration with partners while holding partners accountable through performance reviews and quality standards.
• Improve internal processes when interacting with technicians or partners to realize higher quality, faster install with less admin burden for both sides
• Deeply understand and create visibility into the costs to understand opportunities to reduce costs while improving or maintaining speed and quality
• Ensure there are mechanisms to measure and improve on customer and partner satisfaction coming from various sources and key points in the journey to physically install
  
  

Customer, Partners and Stakeholder Collaboration:

• Act as a liaison between Solink, customers, and third-party technicians to ensure successful installations and high customer satisfaction.
• Build relationships with key customer and partner stake holders to ensure you have a tight pulse on their perspective of our service
• Ensure there is mechanism to measure and improve on customer and partner satisfaction coming from various sources and key points in the customer journey, to peg and improve
• Partner with customer IT departments to address network-related installation challenges.
  
  

Team Leadership:

• Level up existing the management team through coaching and leading by example
• Drive accountability and performance across all deployment roles.
• Be the ambassador of change through collaboration with other departments and building relationships across department heads and key SME’s - particularly creating tight relationships and a great feedback loop mechanism.
• Create and enhance learning mechanisms; training and mentoring to enhance the team’s abilities and ensure teams adhere to best practices and processes.
• Foster a culture of continuous improvement and customer-first mentality.
  
  

Reporting and Metrics:

• Drive accountability through data and reporting, including data integrity and cleanliness
• Develop and monitor key performance indicators (KPIs) related to deployment success, revenue recognition, technician quality & cost, and customer satisfaction.
• Produce regular reports on deployment progress, forecasting, and revenue impact for senior leadership.
  
  

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions…

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact.

WHY WORK AT SOLINK?

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun…

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);
• Opportunities for growth based on merit, skill, and initiative;
• Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;
• A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;
• Interesting and exciting assignments ranging in size, type, and complexity;
• An “open-door” policy where communication and brainstorming are encouraged;
• A really positive and fun environment working with an incredibly ENERGETIC team;
• Monthly reimbursement toward a health and wellness program;
• Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)
• Please note: We currently operate within a hybrid model.
  
  

Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email [email protected].

We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume addressed to Grand Admiral Thrawn outlining why you would be the right fit for this position.