What are the responsibilities and job description for the Head of Operations position at Secure IQ Services?
Secure IQ Services is recruiting for the role of Head of Operations for Assure Scratch & Dent USA, a fast-growing subscription service that is scaling nationwide across the United States.
About Assure Scratch & Dent
Assure Scratch & Dent is a fast-growing mobile scratch and dent repair membership programme operating across the United States. We provide car owners with on-demand, fully mobile cosmetic repair services; no body shop, no insurance claim, no hassle. Our technicians go directly to the customer, wherever they are. This is an opportunity to join early, own the operational build-out, and grow with the business.
The Role
We are looking for an experienced, hands-on operations leader to be our primary presence on the ground in the United States. As Head of Operations you will own the end-to-end delivery of our mobile repair service: from building and managing a network of skilled technicians, to ensuring every customer interaction reflects the Assure standard.
You will not spend all of your time sitting behind a desk. This role requires someone who is comfortable in the field, understands the realities of running a mobile service operation at scale, and can translate customer demand into operational capacity, fast.
You will work closely with the founding and leadership team (based in Australia) and will be the single point of accountability for US service delivery. As the business grows, so will your team and your mandate.
Responsibilities
Technician Network: Recruitment, Onboarding & Management
▪ Recruit, vet, onboard, and manage a growing team of mobile scratch and dent repair technicians across target US states
▪ Define and implement technician standards, training programmes, and quality benchmarks
▪ Build performance management frameworks and KPIs to drive productivity, quality, and customer satisfaction
▪ Identify and resolve technician performance issues quickly and constructively
Operational Infrastructure: Equipment, Vehicles & Consumables
▪ Oversee procurement, maintenance, and deployment of technician vehicles (vans), equipment, and consumables
▪ Establish supplier relationships and negotiate terms for equipment and consumables at scale
▪ Develop inventory management processes to ensure technicians are always field-ready
▪ Manage fleet logistics including vehicle allocation, servicing schedules, and compliance
Service Delivery & Customer Experience
▪ Ensure service standards are consistently met or exceeded, driving customer satisfaction and retention
▪ Identify and resolve service delivery issues in real time. This role requires someone who acts, not just reports
▪ Work closely with the customer experience and sales teams to align capacity with demand and reduce drop-off between booking and delivery
Requirements
What We Are Looking For
▪ 5 years in an operations leadership role within a mobile services, field services, or automotive repair/reconditioning business
▪ Proven experience managing a team of mobile technicians or field service personnel. Ideally in a scale-up or nationwide roll-out environment
▪ Track record of building operational infrastructure, not just inheriting it
▪ Experience with fleet management, equipment procurement, and field logistics
▪ Strong people management skills: you have hired, trained, and performance-managed field teams before
▪ Comfortable with ambiguity and fast-moving priorities: this is not a large corporate with established playbooks
▪ High energy, self-starter mentality: you are the most senior person on the ground and you act accordingly
▪ Excellent communicator. Able to manage up to an international leadership team and down to a distributed field workforce simultaneously
▪ Valid US driver's licence and ability to travel as required
Highly regarded but not essential:
▪ Background in automotive body shops, PDR (paintless dent repair), or cosmetic repair services
▪ Familiarity with field service management software and scheduling tools
▪ Prior experience at a fast growing scale-up or venture-backed business
About Assure Scratch & Dent
Assure Scratch & Dent is a fast-growing mobile scratch and dent repair membership programme operating across the United States. We provide car owners with on-demand, fully mobile cosmetic repair services; no body shop, no insurance claim, no hassle. Our technicians go directly to the customer, wherever they are. This is an opportunity to join early, own the operational build-out, and grow with the business.
The Role
We are looking for an experienced, hands-on operations leader to be our primary presence on the ground in the United States. As Head of Operations you will own the end-to-end delivery of our mobile repair service: from building and managing a network of skilled technicians, to ensuring every customer interaction reflects the Assure standard.
You will not spend all of your time sitting behind a desk. This role requires someone who is comfortable in the field, understands the realities of running a mobile service operation at scale, and can translate customer demand into operational capacity, fast.
You will work closely with the founding and leadership team (based in Australia) and will be the single point of accountability for US service delivery. As the business grows, so will your team and your mandate.
Responsibilities
Technician Network: Recruitment, Onboarding & Management
▪ Recruit, vet, onboard, and manage a growing team of mobile scratch and dent repair technicians across target US states
▪ Define and implement technician standards, training programmes, and quality benchmarks
▪ Build performance management frameworks and KPIs to drive productivity, quality, and customer satisfaction
▪ Identify and resolve technician performance issues quickly and constructively
Operational Infrastructure: Equipment, Vehicles & Consumables
▪ Oversee procurement, maintenance, and deployment of technician vehicles (vans), equipment, and consumables
▪ Establish supplier relationships and negotiate terms for equipment and consumables at scale
▪ Develop inventory management processes to ensure technicians are always field-ready
▪ Manage fleet logistics including vehicle allocation, servicing schedules, and compliance
Service Delivery & Customer Experience
▪ Ensure service standards are consistently met or exceeded, driving customer satisfaction and retention
▪ Identify and resolve service delivery issues in real time. This role requires someone who acts, not just reports
▪ Work closely with the customer experience and sales teams to align capacity with demand and reduce drop-off between booking and delivery
Requirements
What We Are Looking For
▪ 5 years in an operations leadership role within a mobile services, field services, or automotive repair/reconditioning business
▪ Proven experience managing a team of mobile technicians or field service personnel. Ideally in a scale-up or nationwide roll-out environment
▪ Track record of building operational infrastructure, not just inheriting it
▪ Experience with fleet management, equipment procurement, and field logistics
▪ Strong people management skills: you have hired, trained, and performance-managed field teams before
▪ Comfortable with ambiguity and fast-moving priorities: this is not a large corporate with established playbooks
▪ High energy, self-starter mentality: you are the most senior person on the ground and you act accordingly
▪ Excellent communicator. Able to manage up to an international leadership team and down to a distributed field workforce simultaneously
▪ Valid US driver's licence and ability to travel as required
Highly regarded but not essential:
▪ Background in automotive body shops, PDR (paintless dent repair), or cosmetic repair services
▪ Familiarity with field service management software and scheduling tools
▪ Prior experience at a fast growing scale-up or venture-backed business