Director of Customer Operations

Overview

As the Director of Customer Operations at Copper, you will build and scale the engine that moves our battery‑enabled induction stoves from the factory floor to fully commissioned installation, and you will ensure they perform reliably over their entire lifecycle. Reporting to the COO, you will design and lead Copper’s end‑to‑end fulfillment and service ecosystem: order readiness, freight coordination, installation, commissioning, field support, parts logistics, partner training, remote diagnostics, and closed‑loop quality feedback into Manufacturing and Engineering.

This is not a traditional appliance service role. Copper’s products are connected, battery‑enabled, software‑integrated hardware systems deployed across residential environments. Scaling this fleet will require technical fluency, operational rigor, and deep respect for the people who represent our brand in the field. The role requires building a high‑trust national network of installation and service partners, many of them small, hands‑on businesses who will become true extensions of Copper.

You will ensure that every stove is installed safely, commissioned correctly, and supported predictably as our fleet grows. It will be a down‑to‑earth role that is as much about relationships as it is logistics, requiring deep respect for people who work small service and maintenance businesses across the country. You will bring a calm, welcoming, proactive presence and incredible attention to detail, the ability to put out fires and address issues swiftly with an unwavering sense of “we got you.”

You will view your “team” as inclusive of our service network partners and treat them with the same care and accountability as internal teammates. We value a diverse workplace and strongly encourage people of all ethnic backgrounds and genders to apply.

Architect and Scale the Fulfillment Engine

• Design Copper’s end‑to‑end order‑to‑commissioning operating model (order readiness → freight → installation → commissioning → closeout).
• Establish installation capacity planning models aligned to sales forecasts and geographic expansion.
• Reduce installation cycle time, variability, and reschedules.
• Define ownership across Supply Chain, Customer Experience, and Service to eliminate handoff friction.
• Create visibility into fulfillment cost, margins, and operational risk.

Build and Lead the Service Network

• Develop a national network of high‑trust installation and service partners.
• Design partner onboarding, training, certification, and performance management systems.
• Set SLAs, escalation paths, and quality standards that reflect Copper’s customer‑care philosophy.
• Ensure consistent service performance across residential, multifamily, and commercial deployments.

Enable a Fleet‑Scale, Connected Service Model

• Leverage telemetry, diagnostics, and firmware tools to proactively manage fleet health.
• Reduce unnecessary site visits through remote triage and structured escalation models.
• Design service tooling, dashboards, and signal taxonomy to improve data quality.
• Ensure commissioning rigor (connectivity validation, firmware checks, system health verification).

Create a Closed‑Loop Quality System

• Capture and synthesize field failures, installation variability, and usage patterns.
• Feed actionable insights back to Manufacturing, Reliability, and Hardware Engineering.
• Drive RCA processes, service bulletins, firmware updates, and preventive fixes.
• Reduce repeat failures and warranty exposure over time.

Build the Organization and Operating System

• Hire and develop internal service operations and program management leaders.
• Define weekly/monthly operating cadences and executive dashboards.
• Forecast technician capacity, parts demand, and service spend.
• Ensure operational visibility for the COO and executive team.

Proven Experience Scaling Fulfillment and Field Service

• 8–12+ years building or scaling service/installation networks for complex hardware products.
• Experience supporting connected, electromechanical, or battery‑enabled systems.
• Demonstrated scale from hundreds to thousands of deployed units. Fluency in service metrics (MTTR, first‑time fix, repeat rate,…