Head of Operations and Customer Support

About The Company

About The Role

Key Responsibilities

• Build and manage the teams responsible for robot operations, customer support and training, and knowledge base content.
• Run day-to-day operations for all deployed robots, ensuring issues are identified, managed, and resolved effectively within defined SLAs.
• Ensure customers are properly onboarded and trained, with access to the right tools and self-service resources to use the robotic solutions effectively.
• Monitor operational and customer support performance through KPIs and reporting, including uptime, response times, and issue resolution.
• Identify recurring issues and operational gaps, and drive actions to improve service quality, efficiency, and customer experience.
• Plan and manage operational capacity, resource allocation, and prioritization across deployments and customer activities.
• Work closely with engineering, product, and commercial teams to resolve issues, improve supportability, and meet customer commitments.

Minimum Requirements

• 10+ years of experience in operations, service delivery, or technical operations roles, preferably in a robotics start-up or scale-up environment.
• Proven experience building and scaling operational and technical support teams in environments involving complex hardware-software systems.
• Experience leading customer support functions, including helpdesk, technical support, self-service, and customer training activities.
• Experience defining operational processes, service standards, SLAs, and escalation frameworks.
• Strong ability to plan and manage operational capacity, resource allocation, and prioritization across multiple activities or customer environments.
• Demonstrated ability to make effective decisions under ambiguity, pressure, and real-world operational constraints.
• Strong communication and stakeholder management skills, with experience coordinating across engineering, product, commercial, and customer-facing teams.
• Comfortable operating in fast-paced, early-stage, or scaling business environments.

Preferred Qualifications

• Bachelor’s degree in Engineering, Robotics, Computer Science, Operations Management, or Industrial Engineering.
• Additional certifications in operations, service management, project management, or process improvement (e.g., ITIL, PMP, Lean Six Sigma, or equivalent) are considered an advantage.

How To Apply