Head of Customer Operations

Ultra•Brooklyn, OH

3d•Onsite

About The Position

We are looking for a Head of Customer Operations to own everything that happens after a customer signs. You will inherit Ultra's ~10 person post-sale organization — field deployment, support, and customer success — and build it to match our quickly growing customer base. The role is both operational and strategic: you'll own deployment process as well as retention performance. You do not need to be a technical expert, but you do need to know how to build and lead a team of deployment and support experts while maintaining a culture of excellence that obsesses over the customer experience.

Requirements

7+ years across customer-facing and operational roles
Evidence of strategic ownership, not just execution: you've reshaped a service model, restructured an at-risk project, and made the difficult calls needed to protect long-term relationships
Recent hands-on experience in a directly relevant field, you've personally owned accounts and run deployments in the last three years.
Experience with hardware products and services — robotics, automation, industrial equipment, logistics, or field-deployed hardware.
Enterprise credibility: you've sat across from a Fortune 500 operations or procurement leaders and held your ground.
Willingness to travel up to 25% of the time to customer sites.

Nice To Haves

warehouse fulfillment or 3PL domain experience
WMS/WES integration and enterprise IT review cycles
standing up a customer success or field service tool stack

Responsibilities

Own gross retention across SMB and Enterprise accounts; know every customer's economics, risk profile and have a scalable process for tracking their metrics.
Read sentiment early — act before, not after, a customer is considering contract renewal or expansion
Understand how to build trust with reliable, consistent communication and performance.
Run a regular cadence of business reviews with our customers to ensure we are meeting their goals.
Take full ownership of the deployment from planning to delivery.
Drive down cost-to-serve through scalable tooling and processes.
Own performance of our remote teleoperation team and manage their impact on our customer experience.
Know how every robot in the fleet is performing relative to KPIs, and hold the org to that standard.
Use qualitative as well as intervention and fault data to bring the voice of our customers to the hardware and software teams.
Anticipate where the service model breaks at scale, and fix it before it breaks.
Own the hiring plan; define roles, scorecards, and ramp plans. Run the interview loops yourself.
Invest in and train your team to consistently surprise and delight our customers.