Head of Customer Operations

About the role

Sunrise Robotics builds intelligent, flexible robots for manufacturing, especially in small and medium-sized enterprises. This role owns everything 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 involves about one week of travel per month.

Key responsibilities

• Lead forward-deployed engineers and deployment program management from day one, and build support and customer success around them.
• Own end-to-end delivery: 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; raise deployment slips before deadlines.
• Create a deployment playbook with standard procedures, training and a debrief after every deployment.
• Support live cells with on-call coverage, 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.
• Build the customer operations team, including structure, hiring, 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 an operation 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.
• Experience building teams: hiring, setting structure, growing managers and making yourself replaceable.
• Judgement to hold the line on reliability under pressure, and willingness to delay a go-live or tell a customer no when right.
• Enough technical depth to earn the trust of engineers and work through root causes with them.
• Clear written English; remote work on documents rather than slides.

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.
• Having built a support function from nothing.