Head of Operations

About the Role

Meadow AI is building an AI co-manager for restaurants, retail, and other physical businesses, helping them run better, delight customers, and give their teams more support every day. Our platform connects real-world activity with data from sales, labor, inventory, and customer feedback to understand what’s happening, why it matters, and what to do next. From our Digital Secret Shopper to real-time guidance for teams, Meadow goes beyond reporting to help people act, with a focus on measurable improvements in same-store sales and unit-level profitability.

As Head of Operations, you will build and lead the operational foundation that brings Meadow to life at every customer location. You will oversee our installation, network operations, and customer support teams, creating the processes, systems, and team structure needed to scale without compromising quality or cost discipline. Your mandate is to expand deployment capacity, improve execution, reduce customer issues, and ensure our teams are equipped to deliver reliable installations and responsive support.

This is a hands-on leadership role at a growing company. You will be expected to solve today’s operational challenges while building for tomorrow: developing people, establishing clear standards and accountability, and turning repeatable work into scalable processes. Our technology can only deliver on its promise when it works reliably in the real world. You will play a central role in making that happen.

Key Responsibilities

• Lead the day-to-day operations of the installation, network operations, and customer support teams, ensuring alignment, accountability, and execution against company goals.
• Recruit, train, and develop high-performing team members, including low-voltage technicians, while building the leadership structure needed to support growth.
• Scale installation capacity to support up to 150 customer locations per month without compromising quality, timelines, or cost targets.
• Own and continuously improve the end-to-end customer experience, designing a seamless journey from onboarding and installation through launch and ongoing support.
• Establish and oversee customer communication standards, ensuring proactive updates, clear expectations, timely issue resolution, and a consistently high level of service.
• Coordinate across customers, Sales, Product, Engineering, and internal Operations teams to manage deployment schedules, resolve dependencies, and ensure successful launches.
• Oversee customer support operations, including issue prioritization, escalation, resolution, and continuous improvements to customer satisfaction and service reliability.
• Design and implement scalable operational processes, systems, SOPs, and training programs to improve efficiency, consistency, and execution quality.
• Establish and maintain installation quality standards, field safety procedures, and quality assurance processes to minimize defects, rework, and repeat site visits.
• Set clear operational goals, establish KPIs, and regularly review team performance to identify opportunities for improvement and drive accountability.
• Own operational budgeting, forecasting, and resource planning, proactively identifying investments and efficiencies needed to support growth.
• Oversee hardware procurement, inventory management, equipment preparation, and vendor relationships to ensure operational readiness and cost efficiency.
• Manage field logistics, including technician scheduling, travel coordination, and company vehicle operations.
• Develop a strong working understanding of all technical areas supported by Operations, including networking, computer assembly, 3D Matterport scanning, microphone and audio capture, camera planning, installations, and customer support.
• Collaborate with Product and Engineering to evaluate hardware architecture changes, improve system reliability, simplify installations, and support evolving product requirements.

Travel & Logistics

• Overnight and Weekend Shifts: Installation Work is primarily performed during overnight hours by our technicians to accommodate client site requirements. Some overnight and weekend work may be required.
• Travel Requirement: Up to 50% travel is required. You must be prepared to be on the road frequently visiting various client sites.
• Per Diem: We provide a daily per diem to cover meals and incidental expenses while traveling for work.

Qualifications

• Proven experience as a Senior Operations Manager
• Experience building, organizing, and leading large high-performing teams
• Experience working with Retail, Restaurant, and/or Hospitality customers
• Effective communication and interpersonal skills to collaborate with internal teams and external customers
• Excellent analytical, problem-solving, and decision-making skills with a meticulous attention to detail
• Strong willingness to learn technical skills on the job
• Familiarity with basic hand tools
• Computer Networking Experience is a plus
• Driver’s license and a clean driving record are required

Work Location

In person