At DATOMS, we build the intelligence layer that turns noisy machine ecosystems into predictable, actionable operations. Our platform connects machines, unifies operational data, and surfaces decision-ready insights that cut downtime, improve throughput, and enable organizations to scale with confidence.
We're at an inflection point: strong sales momentum, growing customer demand, and increasingly complex, large-scale deployments. That creates a rare opportunity to shape how we deliver outcomes at scale.
We're hiring a senior leader to take ownership of post-sales operations to build, fix, and scale the engine that turns Sales Orders into reliable deployments and delighted customers. In this role you'll lead a multi-layered team, design operating models, and put in place predictable processes so the business can grow without chaos.
You will own the journey from Sales Order creation through deployment planning, execution, onboarding, and a disciplined handoff to Customer Success prioritizing structure, enablement, and measurable outcomes over individual heroics.
Success depends less on individual execution and more on designing structure, setting direction, and enabling teams to deliver predictably at scale.
In short: create predictability in an environment that is currently growing faster than its processes.
Responsibility
This role carries true end-to-end accountability in a fast-scaling, execution-heavy environment. Key expectations include:
- Design the operating model to support predictable, repeatable deployments at scale.
- Identify and fix broken processes while simultaneously running day-to-day operations.
- Resolve cross-functional and external dependencies in real time to keep deployments on track.
- Own the operational lifecycle from Sales Order intake through deployment readiness, execution, onboarding, and handoff to Customer Success.
You will own the operational lifecycle across the following stages:
- Sales Order to Deployment Readiness
- Own Sales Order intake, validation, and internal alignment across Sales, Finance, Supply Chain, and Technology.
- Pressure-test commercial terms against delivery, deployment, and partner realities before execution begins.
- Translate sales commitments into executable deployment plans with clear assumptions, dependencies, and risk flags.
- Drive capacity and resource planning across hardware, internal teams, and external partners.
- Deployment Planning & Execution (Internal + Partner-Led)
- Design and standardize deployment models across direct execution and partner-led deployments.
- Build detailed deployment playbooks tailored to customer type, geography, and scale.
- Oversee Project Managers to ensure rigorous planning, dependency tracking, and execution discipline.
- Own deployment timelines, sequencing, dependency management, and escalation paths.
- Ensure on-time, on-budget execution across customers, regions, and delivery models.
- Partner & System Integrator (SI) Enablement
- Provide strategic direction and oversight to managers responsible for identifying, evaluating, and onboarding system integrators and field partners capable of executing DATOMS deployments at scale.
- Define partner selection criteria, onboarding frameworks, training programs, and certification standards.
- Set up clear operating rhythms, SLAs, and accountability models for partners.
- Actively manage partner performance, capacity, quality, and compliance across geographies.
- Build redundancy and coverage to support nationwide deployments without single-point dependency risk.
- Onboarding, Customer Support & Customer Success Handoff
- Define and enforce clear go-live readiness and onboarding criteria.
- Ensure customers are fully deployed, trained, and operational before formal handoff to Customer Success.
- Own Customer Support as an always-on function responsible for ticket resolution, issue escalation, and feedback loops into Operations and Product.
- Establish clear RACI, documentation standards, and escalation paths between Operations, Customer Support, and Customer Success to avoid ownership gaps.
- Use customer issues and support data to proactively identify systemic problems in deployments or processes.
- Process, Systems & Scale
- Design SOPs, governance, and workflows that support rapid growth and partner-led execution.
- Work closely with the Production team responsible for hardware assembly, inventory management, and stock readiness to ensure alignment with deployment plans.
- Ensure production capacity, quality, and inventory availability are synchronized with sales forecasts and deployment schedules.
- Identify and eliminate manual, error-prone processes through tooling and automation.
- Own and evolve tooling across CRM, ERP, deployment trackers, and operational dashboards.
- Drive continuous improvement through data-driven reviews and retrospectives.
- People, Org & Cross-Functional Leadership
- Reporting line: This role reports to the Chief Executive Officer (CEO) or VP/Head of Operations and is a member of the senior operations leadership team.
- Team size & structure: You will have approximately 6-7 direct reports (first- and second-line managers) who lead functional teams such as Field Operations, Project Management, Partner Enablement, and Customer Support. The broader Operations organization currently ranges from 20-30 people across those functions and is expected to grow as deployment volumes increase.
- Take full ownership of the existing Operations organization comprising:
- Managers and Associate Managers responsible for field operations, including Field Service Engineers, system integrators, and partners.
- Project Managers responsible for planning, coordination, and execution of customer deployments.
- Customer Support teams responsible for resolving customer issues and managing tickets throughout the customer lifecycle.
- Provide clear direction, prioritization, and coaching to first- and second-line managers; accountable for hiring, performance management, and leadership development across the function.
- Build scalable org structures, role clarity, and operating rhythms as deployment volumes grow; own headcount planning and budget trade-offs for the organization.
- Act as the single-threaded owner across Sales, Product, Engineering, Production, Supply Chain, Partners, Customer Support, and Customer Success.
- Make and enforce hard trade-offs when priorities, capacity, or commitments conflict, ensuring agreed SLAs and OKRs are met.
What Success Looks Like
- Sales Order to deployment timelines are clearly defined, tracked, and consistently met.
- Deployment outcomes are predictable even as volume and complexity increase.
- Sales commitments are aligned with delivery realities before deals are closed.
- Clear RACI and handoffs eliminate confusion between Sales, Operations, and Customer Success.
- Customers go live faster with fewer escalations and smoother onboarding.
- Leadership relies on Operations forecasts and metrics to make growth decisions.
Qualifications
Required Qualifications
- 10+ years of experience in Operations, Delivery, or Program Management roles with significant people leadership responsibility.
- Proven experience leading managers and multi-disciplinary teams across field operations, project management, partner enablement, and support functions.
- Demonstrable ability to design and execute end-to-end operations, including SOPs, governance, and tooling to enable repeatable deployments at scale.
- Strong commercial acumen: able to interpret Sales Orders, identify execution risks early, and translate commitments into executable plans.
- Data-driven mindset with experience building and using operational dashboards and working with SQL-level data or BI tools.
- Excellent cross-functional communication and stakeholder management skills; able to influence senior stakeholders and resolve dependencies in real time.
- Hands-on experience with CRM and ERP platforms (e.g., Salesforce, HubSpot, NetSuite, SAP, Oracle, Microsoft Dynamics) and ticketing/ITSM systems (e.g., ServiceNow, Zendesk).
- Project and program management skills (PMP or equivalent experience; familiarity with Agile/Scrum and tools like JIRA/Confluence) and experience with resource/capacity planning.
- Field service and partner enablement experience, including defining SLAs, SOWs, vendor management, and partner certification programs.
- Experience managing complex deployments that involve hardware, software, field teams, external partners, and production units.
- Calm, structured decision-making under pressure and a track record of delivering predictable outcomes through teams rather than individual execution.
Preferred Qualifications
- Experience in IoT, SaaS + Hardware, Telecom, Industrial Tech, or platform-led businesses with physical deployments.
- Familiarity with IoT connectivity and protocols (MQTT, CoAP, LoRaWAN, NB-IoT, LTE/4G/5G) and hardware lifecycle implications for deployments.
- Practical knowledge of PLC/SCADA, MES, CMMS, and field service management tools.
- Familiarity with cloud platforms (AWS, Azure, GCP), APIs, and basic data tooling (SQL, Python, BI tools) to collaborate with engineering and analytics teams.
- Experience managing multi-city or global deployments and coordinating partners across geographies.
- Exposure to manufacturing, logistics, or supply chain operations and production coordination.
- Prior experience setting up or transforming Operations functions, including hiring, org design, and tooling selection.
- Certifications or formal training in program management, ITIL, or related disciplines are beneficial.
Nice-to-Haves
- Experience managing multi-city or global deployments.
- Exposure to manufacturing, logistics, or supply chain operations.
- Prior experience setting up or transforming Operations functions from scratch.
Cultural Fit
- High ownership and accountability with low ego.
- Preference for systems and structure over heroics.
- Comfortable balancing speed with rigor.
- First-principles thinker who challenges legacy processes and designs for scale.
Skills: customer support,customer service management,customer onboarding,project management,leadership
