Axion Ray’s mission is to drive innovation by improving the quality and safety of engineered products with new technologies - airplanes, electric vehicles, medical devices, home appliances, consumer electronics - by creating the world’s best proactive management platform, powered by the latest advances in artificial intelligence. Axion leverages bleeding-edge tech & AI stack to solve real-world problems. With investment from top Enterprise SaaS VCs like Bessemer, and key strategic partners such as Boeing and Raytheon, we are uniquely positioned to solve the hardest problems in manufacturing today.
We are looking for a Head of Customer Operations to scale how we bring the Axion platform to our customers with efficiency and effectiveness. This role is critical to ensuring that every customer receives value quickly — while optimizing internal time and resources. You will hire and lead a new team that sets our operations up for scale, bringing traditional operational rigor (e.g., process playbooks, global delivery models) alongside AI-native automation to drive internal scalability and improve delivery metrics.

REQUIREMENTS

• 6+ years of experience in enterprise software delivery, post-sales operations, or scaled customer implementation, preferably in a data-intensive SaaS environment
• Proven ability to design operational systems that deliver measurable efficiency and margin improvements
• Experience leading cross-functional programs involving engineering, product, and customer teams
• Familiarity with enterprise software configuration and customer data workflows
• Track record of working with or managing global delivery or offshore support teams
• Strategic thinker with strong execution skills — comfortable moving between frameworks and tactical implementation
• A systems builder mindset — motivated by designing scalable, repeatable workflows from the ground up
• Comfortable working in a fast-paced startup environment with evolving priorities and ambiguity

• Lead the evolution of Axion’s customer delivery model across 20–30 ex-MBB-profile Solutions team members, focusing on scalability, consistency, and efficiency
• Define and scale implementation playbooks across onboarding, data ingestion, configuration, and training
• Standardize delivery workflows using AI agents, automation, templates, and cross-functional teams to improve gross margin and reduce cost-to-serve
• Partner with CEO, customer-facing P&L leaders, and teams to define ROI-positive delivery strategies across customer tiers
• Identify and execute opportunities to shift implementation tasks to strategic global locations
• Work closely with product and engineering to build internal tools that enable faster, more effective deployments
• Lead analytics to measure delivery performance (e.g., deployment velocity, time-to-value, hours per account)
• Create systems to monitor customer usage, adoption, and ongoing solution health
• Design training and onboarding materials that upskill team members and improve consistency across deployments
• Drive experimentation with GenAI (e.g., GPTs, agents) to reduce manual work across implementation and support workflows