Field Operations Manager

Cooler Screens was founded on the core idea that consumers deserve a far better experience than what is available today in bricks-and-mortar retail. We call this concept “CX” and it guides all that we do. We have begun the CX journey by bringing what consumers love about shopping on-line to the frozen and refrigerated food aisle. 

Cooler Screens is re-imagining the business of brick-and-mortar retail for retailers and brands.  We are transforming retail cooler surfaces into IoT enabled screens that deliver new marketing opportunities and smart merchandising for the ultimate shopper experience. Cooler Screens is building the world’s first and largest in-store digital media and edge computing platform at the retail point-of-sale. 

Cooler Screens is powered by proprietary innovation and a global network of industry-leading partners.  Global technology, CPG, and retail leaders have partnered with Cooler Screens to be part of this important and rapidly growing industry initiative.   We are backed and led by some of the most prominent Silicon Valley and Chicago leaders, advisers, and investors.   

As the Field Operations Manager at Cooler Screens you will be responsible for the repair and maintenance of Cooler Screens Smart doors. You will work closely with original equipment manufacturers and service partners to create standard operating procedures and meet service-level agreements with retail partners.

As we transform the retail customer experience with our digital media platform, we invite you to join Cooler Screens in enabling the journey. 

What You’ll Do: 

• Manage Field Service vendors and ensure repairs are resolved on first visit whenever possible
• Manage the field services P&L account and ensure high-quality service
• Develop vendor scorecard to measure compliance versus SLAs & adherence to SOPs
• Constantly look for areas to improve service and reduce costs
• Develop and maintain Standard Operating Procedures for all repairs
• Build knowledgebase of articles, procedures, and videos to support technician training
• Implement protocols & procedures to support Return Merchandize Authorization (RMA) program
• Track and report on hardware trends, highlighting issues creating serviceability or quality issues
• Be viewed as an engaged, present, creative, connected and values-driven leader

What you need to succeed: 

• A minimum of 8 years of experience in field service operations, managing field services vendors and/or as field technician
• Experience working in a high growth business
• Advance level of expertise with Microsoft Office and Excel. Jira, Power BI or Tableau is a plus
• Experience with technology sectors is preferred
• Track record of collaboration and ability to work through all levels of an organization
• Strong management and communication skills, including presentations to management
• Experience developing and implementing plans and programs with a strong ability to think from concept through execution
• Proven track of providing excellent results, show persistence and perseverance. Proactive qualities and self-directed actions
• Comfortable with navigating through organizational shifts in culture and process. Ability to work productively in a changing environment
• Some travel required

Cooler Perks     

For the right candidate, we have a competitive compensation and ownership package with an excellent benefits package that includes medical, dental, vision, 401(k), life insurance, paid time off, and many other perks. 

Come join our fast-growing team at our headquarters in the heart of Chicago.   You can be based in Chicago or possibly elsewhere.   

We are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, native origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.