Director of Operations

About the role

Director of Operations

FleetPulse is reshaping the trailer industry by converting conventional trailers into intelligent, data-centric assets. Born inside Great Dane, a major North American trailer manufacturer, the company benefits from a distinct production advantage: telematics hardware integrated at the factory across thousands of new units.

This hardware initiates the value chain. The SaaS platform ingests location, utilization, and health diagnostics, then applies AI and analytics to generate actionable insights. These insights help fleets prevent cargo theft, increase trailer utilization, streamline yard operations, and improve return on investment.

Telematics for trailers remains an emerging market. Currently, fewer than 20% of over four million trailers in the U.S. are connected, presenting a significant growth opportunity. FleetPulse is developing the essential application layer that fleets depend on to manage trailer operations. Backed by major investors and OEM alliances, the company is on a strong growth path.

Mission of the Role

The Operations function at FleetPulse is at a critical stage. Scaling several large enterprise implementations has revealed weaknesses in existing processes. Enterprise customers now demand excellence, particularly regarding Rapid Material Authorization (RMA) speed and ensuring trailers arrive ready for operation without re-validation. We are seeking a Director of Operations to manage Hardware and Field Operations comprehensively, addressing the visible gap between current execution and required performance.

This is a construction-focused position. The telematics devices and data pipelines must function at the highest level, and immediate action is required when failures occur. Opportunities exist to enhance real-time alerting and monitoring, and to systematically improve installation procedures. You will elevate uptime monitoring and alerting, manage the entire customer and OEM install and troubleshooting experience, and hold complete responsibility for device uptime across the expanding installed base.

You will report directly to the VP of Operations and work closely with the Support lead. The ideal candidate thrives in undefined situations, holds definitive views on field operations methodology, and prefers to build solutions personally rather than solely directing others. You will inherit a basic operational structure and leave it significantly more robust.

Responsibilities

Uptime Monitoring & Proactive Detection

Establishing dashboards and alerting systems to identify cohort-level reporting disruptions, triggering internal alerts before customer impact. Defining device uptime as a managed metric with established baselines and consistent reporting intervals. Developing triage and escalation protocols for disruptions, clarifying response timing and resolution tracking. Collaborating with Engineering to categorize device, network, and platform failures and assign appropriate ownership.

Installation & Field Experience

Managing the complete end-to-end install experience for customers and OEM partners to ensure integration is seamless. Implementing bench testing and first article inspection protocols. Refining install guides and documentation based on field technician feedback. Minimizing installation variability so outcomes are independent of the installer.

Troubleshooting & Partner Support

Managing the troubleshooting process for field-installed devices and providing a clear, rapid resolution path for customers and OEM partners. Creating an RMA and re-test process that satisfies enterprise service standards from the outset. Conveying field insights to the Support owner to ensure recurring issues are resolved at the source rather than through repeated individual fixes.

Cross-Functional Partnership

Collaborating with Supply Chain to synchronize device readiness, RMA flow, and install scheduling with inventory and purchase order visibility. Working with the Support lead to close the loop between field issues and recurring ticket root causes. Acting as the primary field feedback channel for Engineering and Product prioritization. Establishing Hardware & Field Operations OKRs with the Head of Operations, owning the associated targets, and reviewing progress quarterly.

Outcomes (Performance Objectives)

First 30 Days

Immersing in the business to understand the installed base, OEM partners, key enterprise accounts, and current installation and monitoring methods. Building strong relationships with the VP of Operations, the Support lead, Engineering leadership, and the CEO. Auditing the current state: mapping device disruption detection, installation procedures, and identifying primary downtime causes.

Next 90 Days

Deploying improved uptime monitoring and alerting with defined cohort thresholds. Standardizing installation processes and documentation to minimize variability. Launching a structured RMA and re-test workflow aligned with enterprise requirements. Delivering measurable improvements in device uptime and installation quality.

Requirements

You must establish device uptime as a measurable metric with defined baselines and predictable reporting cadence. You must excel in ambiguous environments while maintaining strong convictions about field operations and building solutions independently. You must accept full accountability for device uptime across a growing installed base. You must rapidly understand the installed base, OEM partners, enterprise accounts, and existing monitoring practices. You must conduct a thorough audit of current disruption detection, installation methods, and downtime root causes.

Practical Notes

This role reports to the VP of Operations and partners with Support leadership. It offers limited flexibility in hours and may involve occasional business travel. Visa sponsorship is not available.

About Fleetpulse

FleetPulse builds trailer telematics systems that track safety and cargo conditions in real time. Based in Chicago, the team works directly with carriers and fleets to integrate sensors and cameras into everyday operations.

The group supplies OEM-ready devices, retrofit sensors, and installation guidance. Engineers focus on reliable data capture, durable hardware, and clear interfaces that support dispatch, maintenance, and compliance decisions.

About the role

The is responsible for owning the end-to-end execution of hardware and field operations to ensure the highest levels of device uptime and customer satisfaction. This role requires building and scaling the operational framework that transforms factory-installed telematics into reliable, actionable intelligence for the fleet market. You will own the complete lifecycle of trailer telematics devices, from initial installation through long-term monitoring and rapid recovery from failures. The position demands a hands-on builder who establishes the processes, dashboards, and protocols that turn raw hardware data into consistent service delivery. You will define and enforce the standards that ensure trailers are connected, monitored, and performing as expected for every fleet customer. This role is critical for closing the gap between the company's innovative hardware and the operational excellence required by enterprise partners. You will be the operational leader who ensures that uptime is not an outcome left to chance but a managed, measurable metric.

Key facts

What you'll do

Establish device uptime as a primary managed metric with defined baselines and consistent reporting intervals across the entire installed base.

Implement proactive detection and triage systems to identify cohort-level reporting disruptions, triggering internal alerts before they impact customers.

Manage the complete end-to-end install experience for customers and OEM partners to ensure integration is seamless and meets enterprise standards.

Conduct bench testing and first article inspection protocols to validate hardware functionality before field deployment.

Refine install guides and documentation continuously based on field technician feedback to minimize installation variability.

Create and manage a structured Rapid Material Authorization (RMA) and re-test process that satisfies enterprise service standards from day one.

Own the troubleshooting process for field-installed devices, providing a clear, rapid resolution path for customers and OEM partners.

Collaborate with Supply Chain to synchronize device readiness, RMA flow, and install scheduling with inventory and purchase order visibility.

Develop and deploy improved uptime monitoring, alerting, and real-time troubleshooting tools to increase visibility into device health.

Act as the primary field feedback channel for Engineering and Product, ensuring recurring issues are resolved at the source and not through repeated fixes.

Requirements

You must establish device uptime as a measurable metric with defined baselines and predictable reporting cadence to ensure operational clarity.

You must excel in ambiguous environments while maintaining strong convictions about field operations methodology and building solutions independently.

You must accept full accountability for device uptime across a growing installed base and take ownership of outcomes without deflection.

You must rapidly understand the installed base, OEM partners, enterprise accounts, and existing monitoring practices to diagnose systemic issues.

You must conduct a thorough audit of current disruption detection, installation methods, and downtime root causes to identify immediate improvement areas.

You must define and implement triage and escalation protocols for device disruptions, clarifying response timing and resolution tracking.

You must partner closely with Engineering to categorize device, network, and platform failures and assign appropriate ownership for remediation.

You must build strong working relationships with the VP of Operations, Support leadership, Engineering, and Supply Chain to align on operational goals.

Nice to have

Only build solutions personally rather than solely directing others when facing critical field operation challenges.

Practical notes

This role reports to the VP of Operations and partners with Support leadership.

It offers limited flexibility in hours and may involve occasional business travel.

Visa sponsorship is not available.