About the role
About Ultra
Ultra builds industrial AI robots that are working in the real world today. Our robots automate mission-critical warehouse labor end-to-end, starting with e-commerce order packaging. We deploy fast, learn from real production data, and iterate aggressively. We already have a quickly growing number of revenue-generating robots operating in U.S. warehouses, and are now scaling towards thousands of deployments over the next few years. Our mission is simple: build the world's most useful and deployable robot.
WARNING: Robotics is not for the faint of heart. There are no silver bullets here. It is tiresome, unglamorous, and at times brutal work. The only way out is through, and the only way through is treacherous and unknown. Success will require teamwork - so we are building a world-class team to tackle some of the most exciting problems out there. We hope you join us.
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.
What you'll own
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.
