Head of Customer Operations

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.