Head of Field Operations

What You'll Own

Field Execution and Account Health

• Own on-site quality standards across all active enterprise accounts — warehousing, events, and retail
• Ensure every account is staffed reliably, on time, and at the ratio the client expects — before the shift starts
• Set and enforce the cadence by which Field Operations Managers maintain direct contact with leads and clients at every major account
• Ensure incidents are identified, logged, triaged, and communicated to clients and account management teams
• Deliver proactive monthly performance summaries to key accounts

Commercial Accountability

• Own the commercial implications of on-site investments — every lead deployed represents an investment, and this role ensures that cost is justified by the value it delivers to the account
• Define the framework for when an account requires a dedicated on-site presence versus a remotely-managed model
• Partner with Account Management and Finance to ensure field deployment decisions are commercially sound

AI-Enabled Operations and Scale

• Lead WorkWhile's build of an AI-enabled field operations model — the core question is how one Field Operations Manager can effectively oversee a workforce of many
• Define what AI and automated systems should own: pre-shift confirmations, clock-in anomaly detection, attendance pattern recognition, early leave flagging, performance scoring
• Define what humans must own: relationship-critical conversations, judgment calls under pressure, client escalations, lead development
• Translate the above into a clear product and systems roadmap in partnership with Engineering and Data Science
• Build the monitoring infrastructure that surfaces the right information to the right person at the right time — so the team is acting on signals, not searching for them

Lead Talent and Development

• Own the health and size of the shift lead talent pool across all accounts and verticals
• Build a standardized lead qualification, onboarding, and performance scoring program that works across warehousing, events, and retail
• Develop a compliant, sustainable on-site talent model — one that attracts reliable leads, retains top performers, and removes underperformers with consistency
• Define what high performance looks like at every stage of the lead lifecycle and build the systems to measure it

Team Performance

• Manage and develop a team of Field Operations Managers across TriState, Mid-West, and West Coast markets
• Run weekly performance reviews with all FOMs — account health, incidents, lead flags, commercial exposure

What We're Looking For

• 4+ years in field operations, workforce management, or staffing, and managing distributed teams across multiple accounts and verticals
• Demonstrated track record owning account health and on-site quality at scale
• Experience thinking about the commercial implications of operational decisions: you understand how deployment choices affect margin
• Genuine curiosity about how AI and automation can augment a lean operations team — you don't need to build it yourself, but you need to know what to ask for and why
• Fluent in data: you use dashboards to find problems early, not to report results after the fact
• Strong client communicator: you have managed difficult conversations with diverse stakeholders
• Comfortable building structure where little exists: this function is growing and you will shape how it scales

Nice to Have

• Experience designing or implementing AI-enabled workforce tools — scheduling, anomaly detection, performance scoring, or automated alerting
• Background in staffing tech, gig economy platforms, or high-volume hourly workforce management
• Experience across multiple workforce verticals — warehousing, events, retail, or similar
• Familiarity with the commercial dynamics of on-site staffing — mark-up structures, ratio requirements, billing controls