Key Responsibilities

Technology & Platform Reliability

Own end-to-end accountability forToptracerstechnology ecosystem, including hardware, embedded systems, software platforms, integrations, and infrastructure. Ensure industry-leading system uptime, performance, and scalability across all global installations. Establish clear reliability standards, escalation paths, and accountability across engineering operations, TechOps, and support teams.

Global Operations & Delivery

Lead global operations across installation, deployment, service, and ongoing customer support in North America, EMEA, APAC, and ROW. EnsureToptracercan scale installs and service capacity without creating revenue risk, customer dissatisfaction, or operational bottlenecks as demand accelerates.

Customer Service & Support Excellence

Serve as thenumber-oneexecutive owner of customer service outcomes. Build and lead a world-class, globally consistent support organization focused on speed, quality, and proactive issue resolution. Customer experience, renewal rates, and brand trust are core success measures for this role.

Supply Chain & Hardware Operations

Oversee global supply chain strategy, manufacturing coordination, vendor management, inventory planning, andlogisticsforToptracerhardware. Ensure the supply chain can support growth, international expansion, and new product introductions whilemaintainingquality, cost discipline, and predictable delivery timelines.

Operating Model & Scale

Design and execute an operating model capable of supporting a two-timesrevenue increase over three years without sacrificing service quality or system stability. Introduce disciplined operating rhythms, KPIs, and cross-functional planning processes that align technology, operations, sales, and customer success. Partner closely with Finance and the President & General Manager to balance growth investments with profitability and operational leverage.

Leadership & Talent Development

Build, lead, and develop a high-performing global organization across technology operations, customer support, and supply chain. Clarify ownership, decision rights, and accountability. Develop leadership depth and succession to support long-term scalability and resilience.

Success Measures

Success in this role will be measured primarily by system uptime and platform reliability; customer satisfaction, support responsiveness, and renewal performance; installation speed and global execution consistency; the ability to scale operations in line with revenue growth; and the strength, engagement, and retention of the global operations and technology teams.

Ideal Background & Experience

The ideal candidate will have senior operational or technology leadership experience in a global B2B technology, SaaS-plus-hardware, or platform-based business. This individual will bring direct accountability for system uptime and customer-facing technology performance, experience scaling operations across multiple regions, and a strong understanding of hardware and software integration, global supply chains, and service delivery models. A proven ability to build disciplined, metrics-driven operating organizations and comfortoperatingin fast-growth, performance-driven environments is essential.

Why This Role Matters

This is not a traditional internal operations role. The COO is the front line ofthe customerexperience atToptracer. Technology reliability, service quality, and execution discipline directlydeterminerenewals,expansionrevenue, and long-term enterprise value. AsToptracerscales globally, this role ensures the business can grow rapidly without compromising the systems and service customers depend on most.