Director of Customer Operations (Fully Remote)

Sunrise Robotics; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

Sunrise Robotics seeks a Deployment Programs Manager to own end-to-end customer delivery, from factory readiness through go-live and hypercare, ensuring commitments and early issue escalation.

You will design readiness gates, plan deployments with cross-functional teams, and create a playbook with procedures, training, and debriefs to streamline deployments. You will also drive customer adoption, health metrics, and revenue signals by feeding field insights back to product and engineering.

Responsibilities

• End-to-end responsibility for customer delivery: factory readiness, installation, commissioning, operator training, go-live, and hypercare.
• Ensure deployment dates are commitments with early escalation of slips and fixes.
• Deployment Programs: Design readiness gates, dated plans, and coordination across engineering, manufacturing, and customer teams.
• Create a deployment playbook with standard procedures, training, and debriefs to make each deployment easier.
• Support & Customer Success: Manage on-call, response targets, incident communication, and resolution for live cells.
• Drive customer adoption, health, and expansion signals for revenue, feeding field data back to product and engineering.

Job description

• End-to-end responsibility for customer delivery: factory readiness, installation, commissioning, operator training, go-live, and hypercare.
• Ensure deployment dates are commitments with early escalation of slips and fixes.

Deployment Programs:

• Design readiness gates, dated plans, and coordination across engineering, manufacturing, and customer teams.
• Create a deployment playbook with standard procedures, training, and debriefs to make each deployment easier.

Support & Customer Success:

• Manage on-call, response targets, incident communication, and resolution for live cells.
• Drive customer adoption, health, and expansion signals for revenue, feeding field data back to product and engineering.

Sunrise Robotics augments humanity through intelligent robotics, elevating manufacturing with flexible robots that enhance human capabilities and reduce waste. They are a growing company moving from early deployments to scaling production, with a culture focused on system over heroics and remote collaboration.