Head of Customer Operations

The role

You will own everything after a customer signs: delivering, deploying and supporting robotic cells on customer factory floors. You will lead forward-deployed engineers and deployment program management, and grow customer success and the support function.

What you will do

• Deliver each robotic cell end to end: factory readiness, installation, commissioning, operator training, go-live and hypercare.
• Run deployment programs with readiness gates, dated plans and coordination across engineering, manufacturing and the customer.
• Build and maintain the deployment playbook and run a debrief after every deployment.
• Run support for live cells: on-call, response and fix targets, incident communication and resolution tracking.
• Manage customer success: adoption, customer health and expansion signals for the revenue team.
• Pass root causes and field data to Product and Engineering as structured input.
• Lead the customer operations team: structure, hiring, priorities and performance.

Required qualifications

• Experience leading deployment, field operations or customer operations for robots or autonomous hardware in real customer environments, from go-live through steady state.
• Experience taking an operation from a handful of units or sites to many, with numbers to show it.
• Experience running operations against hard commitments such as uptime, availability or an SLA, with money or renewals at stake.
• Experience building teams: hiring, setting structure and growing managers.
• Judgement to hold the line on reliability under pressure, including delaying a go-live or refusing a customer request.
• Enough technical depth to work through a root cause with engineers.
• Clear written English.

Nice to have

• Experience in factories, industrial automation or electronics manufacturing.
• Experience in a business paid on uptime or performance.
• Experience with remote operations, fleet monitoring or a network operations center.
• Experience building a support function from nothing.

Benefits

• A seat on the leadership team, working directly with the CEO and founders.
• Opportunity to design how the company delivers, deploys and supports every cell it sells.

Before you apply

• The role requires travel about one week a month.

About the company

Sunrise Robotics builds flexible robotic cells and software/AI that augment manufacturing, particularly for small and medium-sized enterprises. Its cells currently run in electronics factories across Europe.