Job Overview
We are looking for a Global Field Operations Manager to own the operational stability of Advertima’s global hardware fleet.
Our platform runs on a distributed network of edge devices deployed across thousands of retail locations and touchpoints worldwide. These systems power real‑time audience measurement and activation and must be online, calibrated, and producing reliable data at all times.
Your responsibility is simple to describe but hard to execute. Everything must work. You own uptime and operational readiness of the entire fleet, from installation to daily performance at scale. Fleet health directly determines commercial performance, customer trust, and data integrity.
Coordinate closely with engineering, customer success, and procurement, and build the processes and systems required to scale reliably. Operate in imperfect environments, deal with incomplete information, and meet high expectations from global customers. Success means the fleet runs reliably, and issues are resolved before they are visible.
The Role
Day‑to‑day, the role sits at the intersection of three groups:
* Engineering – who build and maintain the software and firmware running on the fleet
* Local integrators – the global network of installation and field service partners who physically touch the devices
* CUS Managers – who own the customer relationship and communicate with retailers when issues arise
This role owns the operational engine that prevents negative customer conversations and provides the technical depth when escalations require it.
This role coordinates with procurement on replacement logistics and fleet availability.
Core Responsibilities
Fleet Monitoring & Uptime
* Maintain real‑time monitoring covering device health, connectivity, and data output quality across the entire global fleet
* Detect and triage outages, communication gaps, and anomalies across all regions
* Own the fleet uptime KPI
* Report uptime performance internally and to customers
* Continuously refine monitoring tools and observability infrastructure; define improved device health metrics with engineering; drive development of fleet‑level dashboards and alerting systems at store, region, and network level
Data Quality Monitoring
* Monitor not just whether devices are online, but whether they are producing reliable, accurate data
* Act as the first line of detection for data quality issues: wrong sensor angles, miscalibrations, corrupted audience counts
* Escalate analytically complex data quality issues to the Senior Data Scientist for deeper investigation
* Distinguish clearly between hardware‑driven data failures and software or model‑level issues
Incident Coordination
* Coordinate troubleshooting with local integrators globally when devices fail or underperform
* Manage device replacements, repairs, and returns — including logistics, shipping, and customs where required
* Escalate systemic or recurring failures to engineering with structured root cause documentation
* Support CUS Managers with technical context during customer‑facing escalations when required
Firmware & Software Update Management
1. Own the firmware update process globally: from scheduling and communication through to completion tracking and audit
2. Coordinate with engineering on readiness and with Customer Success and