Director of Operations

Description Position Overview We are seeking a high-caliber Director of Operations to lead our North American operations division. In this role, you will manage a team of Technical Operations Managers dedicated to supporting public transit agencies utilizing INIT fare collection systems. The ideal candidate possesses a strong technical foundation to understand system complexities, but their primary superpower is exceptional customer service and relationship management. You will ensure our environment remains stable, handle urgent escalations with composure, and lay the operational groundwork for future international expansion. Key Responsibilities • Team Leadership & Mentorship: Direct, support, and develop a team of Technical Operations Managers, fostering a culture focused on technical precision and elite customer service. • Customer Service Excellence: Serve as the senior champion for our North American public transit clients. Proactively manage relationships, ensure high satisfaction, and uphold rigorous service standards. • Incident & Crisis Management: While our environment is generally stable, you will act as the calm, decisive escalation point during urgent system situations, coordinating swift resolutions. • Vendor Liaison & International Alignment: Act as a key bridge between local operations and international partners/vendors. Travel to Germany approximately twice a year to align on system roadmaps, best practices, and global operational standards. • Scale & Expansion: Establish scalable operational frameworks to support current North American clients while preparing the team and infrastructure for potential international expansion. Qualifications & Skills • Experience: 5+ years in technical operations or systems management, with 3+ years leading technical teams. Experience in the public transit sector is highly preferred. • Technical Capability: Solid technical aptitude to understand complex software/hardware ecosystems (specifically INIT fare collection architectures and integrations with third party hardware and software) without needing to be the hands-on coder. • Customer-First Mindset: A proven track record of managing high-stakes client relationships in a B2B or public sector environment. • Global Readiness: Willingness and ability to travel internationally (Germany ~2x/year) and occasionally visit North American customer sites. Valid passport required. • Adaptability: Comfort operating in a stable environment while remaining agile enough to pivot instantly when urgent, time-sensitive issues arise. • Be Curious! To succeed in this role, you must ask questions to learn, understand, and not just accept things at face value. Location Ideally located in Chesapeake, VA, Atlanta, GA, or Seattle, WA. Exceptionally qualified applicants in other locations will be considered for remote or hybrid arrangements. Compensation: The annual salary range for this position is $140,000 -$145,000, depending on experience. What We Offer • Competitive salary and performance-based bonuses. • Comprehensive health, dental, and vision benefits. • 401(k) matching and generous paid time off. INIT is an Equal Opportunity Employer