Head of Operations

MyGrid is building a plug-in energy storage ecosystem that helps households participate in the energy transition, through smarter energy usage, dynamic pricing readiness, and grid-supporting services. Our product combines a plug-and-play home battery, a mobile app, and a cloud platform. We are now preparing the operational scale-up from early deployments to **50,000 units in the field**.

**The mission**

As **Head of Operations / Program Lead**, you will build and run the operating system that deploys and supports **50,000 plug-in batteries** with minimal internal headcount, by orchestrating contract manufacturing, logistics, repair partners, and internal teams. This role is central to turning MyGrid from “building a great product” into “running a reliable, scalable business.”

**What you’ll own**

You will be accountable for the end-to-end execution that gets units from factory to customer and keeps customers happy once units are deployed.

**Program & scale execution**

- Own the **50k rollout plan**, milestones, and cross-team execution
- Define and manage **readiness gates** for scaling shipments (quality, tooling, support readiness)
- Build weekly operating cadence and ensure decisions turn into action

**Partner orchestration (CM / 3PL / repair)**

- Manage external partners with clear SLAs and performance reporting
- Ensure predictable throughput, quality gates, and smooth handovers between partners
- Build escalation paths and enforce accountability across the partner network

**Operational KPIs & dashboards**

- Define and track KPIs such as: **ship SLAs**, lead times, **DOA rates**, **RMA rate**, **RMA turnaround time**, repair success rate, and **cost per return**
- Create dashboards that give leadership real-time visibility and early warning signals

**Process & SOP ownership**

- Build SOPs for fulfillment, returns (RMA), escalations, and incident coordination
- Create launch readiness checklists and clear **“stop shipment” criteria** to protect customers and the brand
- Improve processes continuously based on data from the field

**Cross-functional leadership**

- Align operations with Engineering, Customer Success, and Commercial teams
- Ensure “voice of the field” (returns, defects, top support issues) feeds back into product and manufacturing improvements

What success looks like (6–12 months)

- **Predictable shipments** with stable lead times and clean handovers from CM → 3PL → customer
- Returns and repairs are **controlled**, fast, and transparent for customers
- Operational dashboards are live and trusted—**no surprises**
- The partner network performs reliably against SLAs and quality gates

Who you are

You’re a builder and operator. You create structure without bureaucracy and get things done with a lean team.

**Must-have experience**

- Proven experience in **hardware operations**, supply chain, logistics, manufacturing operations, or scaled consumer electronics operations
- Strong **partner management** skills (contract manufacturers, 3PLs, repair/service partners)
- Ability to design and implement operational processes and KPI systems
- Calm, structured decision-making under pressure
- High ownership: you take responsibility end-to-end

**Nice-to-have**

- Experience with regulated products (energy, batteries, consumer electronics)
- Exposure to RMA/repair operations, quality systems, or compliance processes
- Experience scaling from hundreds to thousands of devices in the field

**What we offer**

- A central role in scaling a cleantech product with real-world impact
- High autonomy and a direct line to leadership
- A hands-on environment where execution matters and speed is valued
- Competitive compensation aligned with experience (and potential equity participation depending on seniority)

**How to apply**

Send your CV and a short note explaining:

- a hardware scale-up you’ve run (or supported)
- how you’ve managed external partners (CM/3PL/repair)
- one example where you built operational discipline (KPIs, SOPs, readiness gates)

Job Type: Full-time

Pay: From €5.000,00 per month

Benefits:

- Company events
- Professional development assistance
- Profit sharing
- Stock options
- Travel reimbursement

Application Question(s):

- Have you owned an end-to-end rollout of a hardware product (from factory to customer delivery?
- Do you have hands-on experience setting and managing operational KPIs (lead times, OTIF, DOA/RMA, cost per return)?
- Have you built SOPs/processes for logistics, returns (RMA), and escalation/incident coordination?

Education:

- Bachelor's (Preferred)

Experience:

- managing external partners (e.g., 3PL, repair/service): 5 years (Required)
- Leadership: 3 years (Required)

Language:

- English (Required)
- Dutch (Preferred)

Work Location: Hybrid remote in 1000 Brussels