About Timescapes

Founded in New Zealand in 2017, Timescapes is transforming how construction teams build - helping them work faster, safer, and smarter without compromising on quality or environmental consciousness. Our customers love us because we keep them on schedule and provide complete transparency for everyone involved in their projects through our proprietary hardware and software solutions.

The Role

We are looking for a Director of Operations & Field Service who thrives on the intersection of physical technology and world-class service. This role is about more than just logistics; it’s about owning the end-to-end "first touch" of the customer experience while mastering the complexities of a global hardware lease fleet.

You will be the strategic and operational lead for our physical assets - overseeing how they are procured, assembled, shipped, managed and refurbished - while simultaneously leading our regional service delivery teams to ensure every camera deployment is a success. This is a role for a leader who values getting 1% better every day and can scale a high-touch service model into a global operational machine. You will have 4 direct reports, located in New Zealand, Canada and Australia.

We are open to this role being located in either Auckland, New Zealand, or Vancouver, Canada.

What You’ll Be Doing

Supply Chain and Hardware Lifecycle

• Fleet Management: Own the end-to-end lifecycle of our hardware lease fleet, ensuring cameras are tracked, refurbished, and ready for redeployment.
• Procurement & Assembly: Manage relationships with component manufacturers and oversee the internal or outsourced assembly process, ensuring rigorous quality control.
• Global Logistics: Lead the strategy for shipping, customs, and "reverse logistics" (returns and repairs) to ensure equipment moves across borders seamlessly.
• Inventory Optimisation: Maintain lean but responsive inventory levels across regional hubs to ensure we never miss a project start date.

Service Delivery and Customer Experience

• Global Service Standards: Define and enforce the "Gold Standard" for customer onboarding, installation support, and initial site calibration.
• Regional Leadership: Manage and scale our regional service delivery teams, ensuring they provide a high-quality "first touch" experience that sets the tone for the entire customer relationship.
• Operational Excellence: Standardise deployment playbooks to reduce "Time to Value" and ensure a consistent Timescapes experience regardless of geography.
• Health and Safety: Adhere to safety protocols for all field operations, ensuring compliance with local regulations across global markets and fostering a safety-first culture among regional teams working on construction sites and customer facilities.

Commercial Operations & Optimisation

• Margin Optimisation: Work closely with Finance to manage OpEx and CapEx, with a focus on optimising the gross margins on our service-delivery revenue.
• Process Automation: Implement and optimise tools (ERP, CRM, Fleet Management) to remove manual friction and provide real-time visibility into fleet health.
• Scalability: Build the infrastructure and systems required to support a 10x growth in our active camera fleet over the next 3 years.

Sales & Product partnership

• Sales & Success Partnership: Act as a key partner to Sales and Customer Success teams to ensure operational alignment with sales commitments, project timelines, and long-term customer retention goals.
• Product Feedback Loop: Collaborate closely with Product and Engineering teams by translating hardware performance data and field insights into actionable product improvements, durability enhancements, and software feature requests.

• Experience: 8+ years leading operations, ideally in a Hardware-as-a-Service (HaaS), IoT, or construction tech environment.
• Customer-Centric Mindset: You are obsessed with the customer experience; you view every operational process through the lens of how it impacts the end user and prioritize "customer success over everything else."
• Operational Mastery: A deep understanding of global supply chains and the unique challenges of managing physical assets at scale.
• Leadership: Proven ability to lead distributed or regional teams with a focus on accountability and high-quality service.
• Growth Mindset: You thrive on figuring things out in a fast-paced environment and are comfortable with the ambiguity of a scaling startup.
• Simplification: You have a talent for taking complex logistical processes and turning them into simple, repeatable, and reliable systems.
• Industry Knowledge: (Preferred) Familiarity with the construction industry and the logistical realities of site-based technology.

The Timescapes Mindset

• Customer Value Focus: Everything you do connects back to creating value for our construction customers - you understand that our success comes from their success
• Act with Intent: You think slow and act fast - taking time to understand the right approach, then executing with urgency and purpose
• Continuous Improvement: You genuinely believe in getting 1% better every day and help others do the same
• Simplification Master: You can take complex operations and make them simple, scalable, and reliable without losing effectiveness
• Cross-functional Collaboration: You work seamlessly with Sales, Product, Engineering, and Customer teams - understanding that great results come from great partnerships

Personal Qualities We Value

• Problem-solving mindset: You thrive on figuring things out, especially when you don't have all the information
• Communication skills: You can explain complex operational concepts to those that don’t have the same experience or understanding
• Cultural alignment: You understand that culture isn't just values on a wall - it's how we operate every day
• Adaptability: You're comfortable with the pace and ambiguity that comes with scaling a global startup
• Results focus: You measure success by outcomes, not activities

This is your chance to help build something meaningful - technology that genuinely makes construction better while working with people who care about doing great work.

We're at an exciting stage where your decisions will directly impact our trajectory as we scale globally.

We offer

• Competitive compensation
• Health insurance
• Kiwisaver/RRSP contribution
• EAP & wellbeing support