Head of Customer Operations at Ultra (Brooklyn, NY)Head of Customer Operations

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.

Customer trust and retention

• 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.

Post-sale deployment

• 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.

Fleet performance

• 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.

Building the team

• 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.

• 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.

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

Probably not a fit if: your last two roles were purely managerial and you want to stay there; your product experience is entirely software with no hardware; you need mature process and clean data to operate; travel is a dealbreaker.