Title: Director of Network Support

Location: Remote (U.S.-based preferred)

Reporting Structure: Reports to CEO

Company Description

Looma is a retail media company that installs screens in grocery and retail stores and operates an advertising network across those screens. We partner with leading brands and retailers to deliver in-store experiences that drive engagement and sales at scale.

With about 10,000 screens deployed across thousands of retail locations, Looma is building the operational infrastructure, tooling, and support systems required to power reliable, high-performing retail media experiences every day.

We’re a 40-person, post-Series B company entering an exciting phase of growth and operational maturity.

Quick Facts

• Retail media + in-store advertising technology company
• ~10,000 connected screens across thousands of retail locations
• Post-Series B startup
• Lean, high-ownership team environment
• Scaling support operations, automation, and operational infrastructure

Responsibilities

Own Network & Platform Health

• Maintain real-time visibility into Looma’s device network, marketplace platform, and related operational systems
• Build and evolve monitoring protocols, alerting systems, escalation paths, and operational response procedures
• Identify outages, anomalies, and content issues proactively before they impact retailers or brand partners
• Drive operational excellence across uptime, reliability, and support responsiveness

Lead Incident Resolution & Escalation

• Own issue resolution end-to-end across hardware, software, and operational support domains
• Coordinate triage, diagnosis, escalation, and resolution across internal teams and external vendors
• Serve as the escalation point for high-impact or cross-functional operational issues
• Partner closely with engineering and operations teams to identify root causes and implement long-term fixes
• Establish and continuously improve SLAs, escalation frameworks, and operational workflows

Build & Scale Support Operations

• Design scalable support systems that improve efficiency, quality, and visibility
• Identify opportunities for automation, tooling improvements, AI-assisted workflows, and operational optimization
• Improve ticket routing, support processes, monitoring infrastructure, and knowledge management
• Build operational structure that scales alongside Looma’s expanding product footprint

Own Vendor & Partner Relationships

• Evaluate which operational functions should be managed internally versus through third-party providers
• Select, manage, and hold accountable external support partners including technical support, field support, and contact center vendors
• Define service expectations, QA standards, and performance metrics for external teams
• Ensure vendor performance aligns with Looma’s operational and customer experience standards

Drive Reporting & Executive Visibility

• Build reporting infrastructure that provides clear visibility into operational health and support performance
• Define and track KPIs including:
• SLA attainment
• MTTR (Mean Time to Resolution)
• CSAT
• Ticket trends
• Uptime and operational reliability
• First contact resolution
• Translate operational metrics into actionable executive-level insights and recommendations
• Communicate clearly and confidently during operational incidents and escalations

Is This You?

• You’ve led a technical support, network operations, or IT operations function at scale
• You’re comfortable operating in fast-moving, ambiguous startup environments
• You combine technical fluency with operational leadership
• You instinctively create structure, process, and accountability
• You know how to balance urgency with sound decision-making under pressure
• You can communicate effectively with engineers, executives, vendors, retailers, and non-technical stakeholders alike
• You’ve improved support organizations — not just maintained them
• You know how to identify patterns, automate repetitive work, and build scalable systems

Preferred Qualifications

• 8+ years of experience in technical support, network operations, IT operations, or related fields
• 3+ years of leadership experience managing support teams or operational functions
• Proven experience owning and improving support KPIs such as SLA attainment, MTTR, CSAT, ticket deflection, and first contact resolution
• Experience managing third-party support providers, field operations vendors, or contact center partners
• Strong understanding of monitoring systems, support tooling, ticketing platforms, and operational workflows
• Technical fluency with connected hardware, networked systems, IoT environments, or digital signage ecosystems strongly preferred
• Experience building or significantly improving support operations, workflows, or monitoring infrastructure
• Strong written and verbal communication skills
• Experience in retail operations, field operations, or distributed hardware environments is a plus

#Perks

• Opportunity to build and shape a critical operational function at a scaling company
• High ownership and visibility across the organization
• Collaborative, startup-minded environment
• Exposure to both hardware and software operational systems
• Ability to influence tooling, automation, and operational strategy
• Competitive compensation and benefits
• Remote flexibility
• Meaningful growth opportunity as Looma continues to scale