Head of Operations and Customer Support

About This Role

About The Company VentureOne is building a new venture focused on next-generation robotics, developing intelligent service robots designed to operate safely and efficiently in human environments. The mission of this venture is to improve productivity, safety, and efficiency across high-impact industries by deploying versatile robotic systems.

About The Role We’re hiring a Head of Operations and Customer Support to lead and scale the operational backbone of VentureOne’s robotics venture.

This role is responsible for designing and overseeing the operations required to support the venture’s growth, from internal business operations to deployment readiness and service delivery performance. You will ensure that the organization operates with clear structures, effective processes, and discipline as the business scales.

You will work closely with engineering, product, and commercial teams to ensure operational readiness, service performance, and customer experience are aligned with business objectives and product capabilities.

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 Are you ready to embark on an exciting journey with VentureOne? If you're a visionary with a passion for innovation, we want to hear from you. To apply, please send your resume detailing your relevant experience and why you're the perfect fit for this role.

At VentureOne, we believe that diverse perspectives drive innovation. We are committed to creating an inclusive and equal opportunity workplace. All qualified applicants will receive equal consideration for employment. Join us in shaping the future of business. Apply today and let's venture into a world of possibilities together!