Responsibilities
- Lead the customer onboarding team to shorten setup timelines and ensure precise configuration of access systems, maps, and permissions for new locations.
- Balance hands-on involvement with strategic leadership, including stepping into customer support roles and representing operations in executive meetings.
- Manage the growing on-shore customer support team, ensuring high-quality 24/7 service and building scalable support infrastructure.
- Oversee the logistics of physical operations, including hardware deployment, signage, and coordination with third-party enforcement and towing partners.
- Negotiate and maintain contracts with vendors such as hardware installers and enforcement agencies to ensure service quality and cost efficiency.
- Identify inefficiencies in internal processes and implement automation or improvements to streamline operations like refunds and rule management.
- Collaborate with sales and support leadership to align capacity with demand, forecast operational limits, and improve upstream processes to reduce support load.
- Own and optimize the cost structure per building served, working with finance to improve gross margins as the business grows.
- Execute real-world pilots of new products, services, or business models, moving from concept to operational reality.
- Conduct regular customer site visits across Southern California and other regions to inform operational decisions and strengthen client relationships.
Work Arrangement
On-site
Team
Reports to the CEO. Leads the customer support organization (managed through the Head of Support) and collaborates closely with the VP of Sales, Head of Finance, CTO, and former Head of Operations now leading product. Works as part of a leadership team that includes the newly hired VP of Sales, Head of Support, and Head of Finance.
Travel
Not travel-intensive, but includes regular customer visits within Southern California and occasional trips elsewhere in the country.
Relocation
Role must be based in Los Angeles; relocation may be required as it is not explicitly provided for.
Hours/Shifts
No fixed schedule, but includes occasional customer support shifts as needed.
Equipment
Experience with gate integration hardware, signage systems, and managing third-party partners such as towing and enforcement networks is required.
