Head of Customer Operations

About the role

Sunrise Robotics builds intelligent, flexible robots for manufacturing, and this role owns everything that happens after a customer signs: delivery, deployment, ongoing support and account growth. It reports to the CEO and sits on the leadership team. The role is remote, within three hours of Central European Time, with regular time in Ljubljana and on customer sites, and requires about one week of travel per month.

Key responsibilities

• Own delivery end to end: factory readiness, installation, commissioning, operator training, go-live and hypercare.
• Run deployment programs with readiness gates, dated plans and coordination across engineering, manufacturing and the customer, raising slips before deadlines.
• Build and maintain a deployment playbook with standard procedures, training and post-deployment debriefs.
• Support live cells with on-call, response and fix targets, incident communication and resolution tracking.
• Drive customer success: adoption, customer health and expansion signals for the revenue team.
• Turn field data and root causes into structured input for Product and Engineering.
• Structure, hire and manage the customer operations team, including priorities and performance.

Required profile

• Experience leading deployment, field operations or customer operations for robots or autonomous hardware in real customer environments, from go-live through steady state.
• Proven track record of scaling operations from a handful of units or sites to many, with numbers shown.
• Experience running operations against hard commitments such as uptime, availability or an SLA, with money or renewals at stake.
• Team-building experience: hiring, structuring, growing managers and making yourself replaceable.
• Judgement to hold the line on reliability under pressure, with the ability to delay a go-live or tell a customer no and explain why.
• Enough technical depth to earn the trust of engineers and work through root causes with them.
• Clear written English, as the company works remotely on documents rather than slides.
• Willingness to travel about one week a month.

What makes you stand out

• Experience in factories, industrial automation or electronics manufacturing.
• Experience in a business paid on uptime or performance.
• Remote operations, fleet monitoring or a network operations center background.
• Having built a support function from nothing.

What we offer

• A seat at the table: joining the leadership team and working directly with the CEO and founders.
• The chance to design how the company delivers, deploys and supports every cell it sells.
• Work that runs in production, with every live cell carrying your contribution.