The opportunity
We're looking for a Head of Field Operations & Performance to build, lead and optimize all field-based service delivery activities, ensuring efficient execution, high customer satisfaction, and strong financial performance across a distributed workforce (e.g., technicians, installers, service teams). This includes but is not limited to buildup and performance of L1 site surveying and permitting, 3rd party SHIP qualification and onboarding, territory activations, lead handling coordination with CS, installation execution, closeout, and L2 technical support.
Main responsibilities
- Own the end-to-end customer/installer journey; define entry/exit criteria, required artifacts, and decision rights; publish and maintain RACI; run operating reviews and escalation paths.
- Own and manage dcbel L1 and L2 Field operations
- Own qualification standards, onboarding readiness, training/certification requirements, and territory activation; ensure installers are install-ready before receiving leads.
- Standardize lead referral/assignment rules with Installer Sales, Installer Community & Onboarding, Installation QA/QC, and Customer Success; ensure handoffs are clean; identify bottlenecks and drive cycle-time reduction from lead to install completion.
- Build and maintain a territory capacity model (installs/month), define utilization targets, and partner with Finance/Operations to manage cost-to-serve, budgets, and resourcing needed to scale the network.
- Define pre/during/post-install checks; implement audit cadence; capture field learnings and translate them into repeatable standards, training updates, and tooling requirements.
- Define minimum safety/compliance requirements for installer partners (licenses, insurance, certifications as applicable); ensure permitting/inspection readiness; establish partner governance (SLA expectations, audit rights, corrective actions, and offboarding criteria).
- Standardize required closeout artifacts (as-builts, photos, test/commissioning results, permit/inspection evidence, labeling documentation) and drive completeness/accuracy to support warranty, support, and audit needs.
- Define "system of record" rules across CRM, case management, and SHIP portal; drive adoption and data quality; translate operational needs into clear requirements for IS/product teams.
- Create KPI/SLA definitions; build dashboards; set expectations with partners; manage underperformance with improvement plans, and recommend expansion/reduction of territory coverage as needed.
- Partner with Customer Success/Support to resolve escalations, drive root-cause analysis, and prevent recurrence through process, training, or tooling changes.
Key requirements
- 7-10+ years experience with end-to-end operating workflows across partner acquisition, lead handling, onboarding, territory readiness, installation delivery, and post-install support/escalation.
- Bachelor's degree in Business, Operations, Engineering, or related field (or equivalent practical experience).
- Demonstrable experience building and scaling process-based field operations with measurable performance management and a repeatable playbook.
- Track record of scaling operations and improving efficiency and customer outcomes
- Proven cross-functional operator (Sales, Ops, CS, Field, RevOps, IS) able to establish clear ownership, remove handoff friction, and drive adoption of standard workflows.
Bonus skills
- Bilingual French and English
- Experience with partner programs, territory models, and channel enablement.
Profile
- Strong EQ, entrepreunarial mindset and resourceful and ability to communicate complex issues clearly and concisely.
- Operating model builder, performance-driven operator, tooling-aware manager (CRM + case management workflows) and dedicated to driving operations in a fast-moving environment with evolving processes and systems.
- Ability and willingness to travel 20%+ to installer partners and field operations
What's in it for you
- Be part of a company that is backed by numerous globally respected investors and has world-changing patents in an industry changing for the first time in history.
- Grow your professional experience amongst blue chip partners and a close-knit team of committed and experienced energy experts who deeply care about the work they do.
- Full benefits package including Health insurance, Health virtual care, employee stock options plan (ESOP) and flexible hours. Parking available or with our employer commute program a short walking distance from Metro Namur.
