Head of Customer Operations

sunrise; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Remote work within CET

Travel to customer sites

Leadership team seat

Job summary

Sunrise is seeking a senior leader to own customer operations for robotic deployments in manufacturing. You will guide the post-sale journey from readiness and installation through commissioning, ongoing support, adoption, and growth, while building repeatable systems to enable higher deployment volume.

Reporting to the CEO, you will lead a cross-functional team, collaborate with engineering, and travel to client sites roughly one week per month.

Qualifications

• Experience leading deployment, field ops, or customer ops for robotics in real customer settings.
• Proven ability to scale ops from a handful of sites to a larger fleet.
• Experience managing uptime, availability, or SLAs where revenue or renewals depend.
• Ability to hire and develop teams and build an operation not dependent on one person.
• Strong written English and ability to work with engineers on root-cause analysis.

Responsibilities

• Direct end-to-end delivery, including factory readiness, installation, commissioning, operator training, go-live, and post-launch support.
• Run deployment programs with readiness gates, dated plans, and coordination across customers, engineering, and manufacturing; surface schedule risks early with proposed remedies.
• Create and improve standard procedures, training, and deployment reviews so each rollout informs the next.
• Establish support operations for live cells, including on-call coverage, response and resolution targets, incident communications, and tracking.
• Build customer success practices that monitor adoption and account health and identify opportunities for expansion.
• Lead the operations team and route field data and root causes to product and engineering in a usable form.

Skills

Leadership

Deployment experience

Field operations

Customer operations

Scaling operations

Uptime commitments

Team development

Root-cause analysis

Written English

Travel ability

Job description

Role overview

Lead the customer operations function for robotic cells deployed in manufacturing environments. You own the post-sale journey, from readiness and installation through commissioning, ongoing support, adoption, and account growth. Reporting to the CEO and serving on the leadership team, you will build repeatable systems that let deployment volume grow while keeping production performance reliable.

Responsibilities

• Direct end-to-end delivery, including factory readiness, installation, commissioning, operator training, go-live, and post-launch support.
• Run deployment programs with readiness gates, dated plans, and coordination across customers, engineering, and manufacturing; surface schedule risks early with proposed remedies.
• Create and improve standard procedures, training, and deployment reviews so each rollout informs the next.
• Establish support operations for live cells, including on-call coverage, response and resolution targets, incident communications, and tracking.
• Build customer success practices that monitor adoption and account health and identify opportunities for expansion.
• Lead the operations team and route field data and root causes to product and engineering in a usable form.

Requirements

• Leadership experience in deployment, field operations, or customer operations for robotics or autonomous hardware in real customer settings, from launch into steady operation.
• Evidence of scaling operations from a small number of units or sites to a larger fleet or footprint.
• Experience managing commitments such as uptime, availability, or service levels where revenue or renewals are affected.
• Ability to hire and develop teams, establish structure, grow managers, and build an operation that does not depend on one person.
• Sound reliability judgment under pressure, including experience delaying a launch or declining a customer request when needed.
• Technical depth to work credibly with engineers on root-cause analysis, clear written English, and willingness to travel about one week per month.

Nice to have

• Factory, industrial automation, or electronics manufacturing experience.
• Work in a business whose revenue depends on uptime or performance, remote fleet monitoring, or a network operations center.
• Experience creating a support function from scratch.

Benefits and work setup

Remote within three hours of Central European Time, with regular time in Ljubljana and at customer sites. The role offers a leadership-team seat and direct work with the CEO and founders.