About Us

KeyMe is revolutionizing lockout solutions for homes, cars & businesses. Via artificial intelligence & robotics, KeyMe allows users to store, share, & duplicate their physical keys & RFID cards. Fully automated self-service key duplicating kiosks can be found in over 4,000+ locations across the country in major retailers such as WalMart, Kroger, Rite Aid, 7-Eleven, Menards, & many others.

Additionally, KeyMe offers customers a one-stop solution for all their locksmith needs ranging from lockouts & re-keys to complex installations & custom jobs.  All KeyMe locksmiths have extensive experience & are fully vetted to ensure our customers receive the utmost quality experience. With upfront set pricing, customers know they will never be confronted with last minute charges. KeyMes smart routing gives customers the ability to monitor their Locksmiths arrival, job progress, & receive instant receipts. KeyMe is providing unrivaled service quality, prices, & customer experience into the $12B/yr locksmith industry.

KeyMe is an exciting, well-funded (over $150M raised to date), tech company that is solving real consumer pain points. KeyMe is proud to have an open, collaborative & relaxed atmosphere where bright professionals work hard & enjoy what they do. With the added benefit of a friendly, flexible & creative working culture, youll be joining a forward-thinking, expanding team to continue opening doors for our customers.

Were committed to providing a diverse, equitable & inclusive workplace where team members from all backgrounds, ethnicities, cultures, & experiences feel welcome & thrive. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

About the Role

KeyMe is looking for a Director, Field Operations based remotely with ability to travel to our Hebron, Ky office. Success for this role is ensuring KeyMes customers (both consumers & retailers) are delighted with our product & service.

The ideal candidate shall advocate for & manage a workforce of distributed, diverse, technical professionals supporting KeyMes self-service key copying kiosks. They should be an internal voice for their teams, working with Sales, Product, Engineering, & Executive Team to ensure KeyMe is supporting the customers (both consumers & retailers) with any issues they are having with our kiosks.

What Youll Be Doing

• Responsible for developing & maintaining key KPIs/SLAs are met across a variety of retail relationships
• Responsible for vendor management around critical metrics, including but not limited to; time to site, first pass resolution, quality, cost, & performance
• Build & maintain network of internal & external technicians to ensure fleet-wide coverage of all kiosks & retailers
• Develop techniques & best practices to cover our US distributed fleet of kiosks in as efficient & cost-effective a manner as possible.
• Develop reporting capabilities with our Analytics teams to track & publish critical metrics.
• Create resource planning models that anticipate KeyMe growth & put the appropriate staffing plans in place to meet the business needs.
• Strong communication skills, specifically across teams & leadership for status updates on Field Ops Initiatives   
• Advise Engineering & Manufacturing stakeholders on software & hardware changes/improvements to improve kiosks & customer experience.

How We Know You Can Do It

• 5+ years of experience with retail kiosk-like machine support & service organization (experience in both startups & established companies a plus)
• Excellent communication skills able to effectively & tirelessly communicate critical issues to the key stakeholders & weed through the chaos to develop appropriate solutions.
• Love of learning & a continuous improvement mindset proven track record of developing & refining processes to meet the team goals
• Business systems experience developing, implementing, & improving service ticket systems, field service scheduling, & work order modules
• Demonstrated experience in managing, training, coaching & developing team members

What Youll Get

• A compensation package that includes salary & stock options
• Health, dental, & vision insurance
• 401K plan with match
• Flexible PTO Policy
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)