Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $60M in venture capital and we’re doubling year over year. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

We’re looking for a Director of Field Operations who will lead our team of self-starting, mission-driven field managers and technicians to grow and thrive. The successful candidate has a passion for customer satisfaction and an impressive track record of getting stuff done. You’ll manage a nationwide team of 5 Regional Service Managers and their teams of field service technicians who install, maintain, restock, and repair Bevi machines. We’re looking for an operations leader who is process-oriented, technical, skilled in continuous improvement methodologies; is data-driven, information system savvy and can drive process standardization; and throughout is still willing and able to get hands-on and lead the charge. This position is based in Boston and will report directly to the Vice President of Operations.

The Director of Field Operations will:

• Lead a nationwide Field Operations team to ensure our machines are fully stocked and running smoothly, and to keep customers thrilled with the Bevi product
• Own financial and operational KPIs related to service efficiency, including servicing cost per machine and workforce utilization
• Ensure that month end physical inventory and operations based financial reports are done accurately and on time
• Develop and implement standard operating procedures for service operations using process improvement skills
• Develop and improve basic tools using existing internal software resources to help improve team efficiency and productivity
• Organize coaching and training for operations managers and technicians
• In partnership with our supply chain, oversee field sparing and fulfillment operations to keep field replacement service levels high
• Define and implement metrics for service quality and service efficiency, and generally contribute to building a data-driven, metric driven culture
• Partner with the engineering team to implement upgrades, collect and analyze quality feedback from the field, and contribute to continuous improvement
• Grow the careers of an awesome, hardworking team

Requirements

We think you will bring:

• 8+ years of work experience, with at least four years in a manager level role
• Extensive experience in building high performance teams
• A track record of making positive impacts on customer service quality, profitability, and efficiency in a tech-enabled service company
• Experience in start-up or leading within a small, high change, fast growth environment
• Experience managing a field service, logistics, or customer support team, preferably in an organization known for innovative products and services
• Demonstrable track record in standardizing operating procedures across a wide range of geographies and experience levels
• A data-driven management style and a focus on continuous improvement
• Experience in leading field service for an office coffee, water, and/or food services operations is a plus
• Past responsibility for customer satisfaction KPIs, in addition to financial and efficiency KPIs
• Academic experience in engineering, supply chain, business, or a similar discipline is a plus
• Hands on experience in the trades including plumbing, carpentry and electrical is also a plus

Location: Boston HQ, with willingness to travel at least 25% of the time when regular business travel resumes.

Benefits

• Competitive compensation package, including equity options
• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• 401(k) and personal finance education
• 15 days vacation and 9 paid holidays, plus additional paid days for sick leave, bereavement, etc.
• Paid parental leave for both primary and secondary caregivers (mothers and fathers)
• Monthly stipends for cell phone use and commuting costs
• Virtual happy hours, pancake breakfasts, Hero awards… and more!