Dcbel
Head, Field Operations & Performance
Montréal, Quebec
Sponsorship not specifiedDetected 29 days ago
CRMPerformance ManagementCustomer SuccessCadence
About the role
- Track record of scaling operations and improving efficiency and customer outcomes
- 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.
Responsibilities
- Own and manage dcbel L1 and L2 Field operations
- 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 "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.
- Partner with Customer Success/Support to resolve escalations, drive root-cause analysis, and prevent recurrence through process, training, or tooling changes.
- Proven cross-functional operator (Sales, Ops, CS, Field, RevOps, IS) able to establish clear ownership, remove handoff friction, and drive adoption of standard workflows.
- 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.
- Own qualification standards, onboarding readiness, training/certification requirements, and territory activation; ensure installers are install-ready before receiving leads.
Requirements
- define entry/exit criteria, required artifacts, and decision rights
- 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.
- 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).
- Experience with partner programs, territory models, and channel enablement.
- Strong EQ, entrepreunarial mindset and resourceful and ability to communicate complex issues clearly and concisely.
- 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.
Benefits
- Full benefits package including Health insurance, Health virtual care, employee stock options plan (ESOP) and flexible hours.
Company info
- 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.
This listing is sourced directly from Dcbel's careers page and normalized into a canonical job model.