[Hiring] Director of Network Operations @Higher People

Role Description

The Director of Network Support is responsible for ensuring the health and performance of Looma's device network and operational systems.

• Own Network & Platform Health
  • Maintain real-time visibility into Looma’s device network, marketplace platform, and related operational systems.
  • Build and evolve monitoring protocols, alerting systems, escalation paths, and operational response procedures.
  • Identify outages, anomalies, and content issues proactively before they impact retailers or brand partners.
  • Drive operational excellence across uptime, reliability, and support responsiveness.
• Lead Incident Resolution & Escalation
  • Own issue resolution end-to-end across hardware, software, and operational support domains.
  • Coordinate triage, diagnosis, escalation, and resolution across internal teams and external vendors.
  • Serve as the escalation point for high-impact or cross-functional operational issues.
  • Partner closely with engineering and operations teams to identify root causes and implement long-term fixes.
  • Establish and continuously improve SLAs, escalation frameworks, and operational workflows.
• Build & Scale Support Operations
  • Design scalable support systems that improve efficiency, quality, and visibility.
  • Identify opportunities for automation, tooling improvements, AI-assisted workflows, and operational optimization.
  • Improve ticket routing, support processes, monitoring infrastructure, and knowledge management.
  • Build operational structure that scales alongside Looma’s expanding product footprint.
• Own Vendor & Partner Relationships
  • Evaluate which operational functions should be managed internally versus through third-party providers.
  • Select, manage, and hold accountable external support partners including technical support, field support, and contact center vendors.
  • Define service expectations, QA standards, and performance metrics for external teams.
  • Ensure vendor performance aligns with Looma’s operational and customer experience standards.
• Drive Reporting & Executive Visibility
  • Build reporting infrastructure that provides clear visibility into operational health and support performance.
  • Define and track KPIs including:
    • SLA attainment
    • MTTR (Mean Time to Resolution)
    • CSAT
    • Ticket trends
    • Uptime and operational reliability
    • First contact resolution
  • Translate operational metrics into actionable executive-level insights and recommendations.
  • Communicate clearly and confidently during operational incidents and escalations.

Qualifications

• 8+ years of experience in technical support, network operations, IT operations, or related fields.
• 3+ years of leadership experience managing support teams or operational functions.
• Proven experience owning and improving support KPIs such as SLA attainment, MTTR, CSAT, ticket deflection, and first contact resolution.
• Experience managing third-party support providers, field operations vendors, or contact center partners.
• Strong understanding of monitoring systems, support tooling, ticketing platforms, and operational workflows.
• Technical fluency with connected hardware, networked systems, IoT environments, or digital signage ecosystems strongly preferred.
• Experience building or significantly improving support operations, workflows, or monitoring infrastructure.
• Strong written and verbal communication skills.
• Experience in retail operations, field operations, or distributed hardware environments is a plus.

Benefits

• Opportunity to build and shape a critical operational function at a scaling company.
• High ownership and visibility across the organization.
• Collaborative, startup-minded environment.
• Exposure to both hardware and software operational systems.
• Ability to influence tooling, automation, and operational strategy.
• Competitive compensation and benefits.
• Remote flexibility.
• Meaningful growth opportunity as Looma continues to scale.