Head of Operations (Customer Experience, Training, and Field Delivery)

About SureFire CPR

Remember when Netflix switched from mailing DVDs to streaming and changed the entire way movies were watched?

That’s what we’re doing with CPR training.

We’re spearheading a 24/7 training model that allows people to get personalized lifesaving training whenever and wherever they need it. On Demand.

Spoiler Alert: People LOVE it.

Our mission is simple and serious: equip people with the skills and confidence to save lives.

Our new technology is giving us the opportunity to help train more people to save lives than ever before.

We currently have 95 locations and will have 1,000 before 2029.

That growth isn’t about size. It’s about reach. More locations means more people who can save the lives of their friends, neighbors, and loved ones.

How we deliver that training — operationally, consistently, and with precision — is not a detail. It’s the foundation.

This role protects that foundation.

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A Note from the CEO (The Guy Who’s Ready to Hand Over the Delivery System)

Hi — I’m Zack, the founder and CEO of SureFire CPR.

Before this, I spent 15 years as a firefighter / paramedic. One of the biggest things that I learned while responding to 911 calls is that great teams are built on complementary strengths — not identical skill sets.

I bring energy, growth focus, and forward momentum. I move quickly and am comfortable with ambiguity.

You should be the kind of leader who builds other leaders. Someone who creates clarity, empowers ownership, and guides your team toward strong decisions instead of controlling every move. You raise the standard, support the team, and create an environment where people step up.

You should also be comfortable with uncertainty and not having all the answers. When things aren’t perfectly defined yet, you stay calm, ask the right questions, and help the team move forward with confidence. You naturally simplify things.

We’re building toward 1,000 locations. That means building a delivery system where strong leaders, clear systems, and empowered teams operate with confidence — and where complexity is constantly simplified as we scale.

I’m looking for a Head of Operations who can own that system completely.

If you:

• Think in systems, not band-aids
• Stay calm when things get messy
• Love learning new things
• Care about small inefficiencies because you know they multiply at scale
• Build leaders who take ownership
• Are never satisfied with “good enough”

…we’re going to get along well.

This isn’t a corporate operations role where you sit in meetings and shuffle reports.

You’ll lead Customer Service, Training & QA, Dispatch, and Facilities. You’ll build dashboards.

You’ll tighten systems.

You’ll anticipate problems before scale exposes them.

You’ll get your hands dirty and work side-by-side when the team needs help.

We run lean. We think of our team as Navy SEALs — calm under pressure, highly accountable, team-first, and self-motivated. No drama. No bureaucracy. No red tape. Just disciplined execution. And we move FAST.

If you want to build and own a high-performance delivery system that supports a mission that truly matters — let’s talk.

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Your Mission

Build and lead the national delivery system that powers SureFire CPR’s mission — ensuring every location operates with consistency, efficiency, and excellence as we scale toward 1,000 locations.

Protect quality.

Increase efficiency.

Make scale sustainable.

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Key Outcomes (First 6 Months)

• Build and strengthen the Delivery Team. Production follows connection.

• Reduce incoming calls by improving clarity in our delivery model and customer service training.

• Establish a weekly Delivery Dashboard covering customer performance, field performance, and cost efficiency.

• Reduce repeat operational issues by fixing systems — not symptoms.

• Improve maintenance response time and install scalability.

• Build scorecards for all direct-report leaders (Customer Service, Training & QA, Dispatch, Facilities).

• Prepare the delivery system to support 250 locations.

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How You’ll Operate: (Leadership)

You will lead:

• Customer Service

• Training & QA

• Dispatch

• Facilities

Clear roles. Clear accountability.

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Metrics First

You will build and manage dashboards tracking:

• CSAT

• SLA performance

• Resolution time

• Repeat issue rate

• Maintenance response time

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Thinking Ahead (and Big)

You will constantly ask:

• What breaks at 250 locations? 500? 1000?

• What complexity can I remove and have this still operate?

• How can we do this differently (or better)?

• Can this be automated?

• Who else in another industry has already solved this problem?

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Systems & Efficiency

Small inefficiencies multiply at scale. You will:

• Tighten workflows

• Reduce friction

• Improve productivity

• Prevent headcount creep

• Strengthen systems before they crack

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What You Bring

• Multi-location operations leadership experience

• Strong dashboard and metric discipline

• Calm, high-accountability leadership style

• Ability to build complementary leadership teams

• Systems thinking and strategic long-term planning mindset

• Comfort with technology and AI-enabled workflows

**We run our business on EOS (Traction) and incorporate insights from Tony Robbins, Dan Martell, and Alex Hormozi. If those names mean something to you, you’re already at an advantage.

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How to Apply

This is a senior leadership role. We are looking for thoughtful, disciplined operators — not mass applicants.

Follow these steps exactly. Attention to detail matters.

5-Minute Loom Video (Maximum)

Record a single video answering:

• Describe a scaling mistake you’ve personally made — and what it taught you.

• Why are you interested in this position?

We are looking for clarity of thought, structured answers, and real-world experience — not polished speeches.

Written Response (750 Words Max)

In 750 words or less, and without using AI, answer:

If you joined SureFire CPR at 90 locations and were responsible for scaling to 1,000:

What are the first 5 questions you’d have for me and why did you choose those?

Resume Submission

Upload:

• Resume

• Loom link

• Writing sample

Via this form:

https://wkf.ms/4rENhnf

In the “Anything else?” field, start your first sentence with: PACESETTER

Applications that do not follow instructions will not be reviewed.