Head of Operations

About We're deploying robotic security to make communities safer so people can thrive. Backed by Atlanta Ventures and Fuse VC, we've become the largest robotic security company in the US in just over a year, operating the largest fleet of Unitree quadrupeds in the country. We've sold over 100 robots, and we're just getting started. Why This Role Exists Our sales are growing faster than our processes. That's a good problem, and it's exactly the problem you'll be hired to solve. In a robotics-as-a-service business, operations is the product : customers experience us through how reliably robots run, how smoothly installations go, and how fast we respond when something breaks. Operational excellence is currently our moat. As Founding Operations Leader, you'll report directly to the CEO with a clear mandate and explicit decision rights over the operational core of the business. You'll set the operations strategy and implement it yourself, a player-coach who is equally comfortable designing an org chart and building the v1 inventory tracker in a spreadsheet. This role is the foundation of our future Operations function, and we intend for it to grow as we do. What You'll Own You'll take ownership of three existing functions and build two new ones: Installations : Make deployment repeatable and predictable, from site survey through go-live, in partnership with Manufacturing, Field, and Sales. Maintenance & Field Service : Own robot reliability and repair economics: quality controls, cost controls, and the data to know where reliability investments will pay off. Mission Control : Lead our ~42-person team that monitors cameras and operates robots 24/7, including staffing models, recruiting and onboarding, quality standards, and incentive design. Supply Chain & Inventory (build) : Stand up our inventory process and platform, vendor relationships, and initial supply chain strategy. Customer Success (build) : Design how we anticipate customer needs, resolve issues, and turn happy customers into renewals and expansions. The Scoreboard You'll Run We believe you can't improve what you don't measure. You'll define the baselines, but these are the numbers we expect this role to own and move: Fleet uptime and time to repair (MTTR): robots on patrol, not on a bench Installation cycle time : signed contract to live deployment Cost to serve : repair cost per robot, Mission Control cost per monitored site, gross margin per deployed robot Customer retention ” renewals, expansions, and time-to-resolution on customer issues Inventory health : parts availability and inventory turns, so a missing part never idles a robot Financial hygiene : clean operational data the CEO, board, and investors can trust Your First 90 Days First 30 Days: Learn and Stabilize Work alongside Manufacturing, Field, and Sales to implement a repeatable, more predictable installation process. Work with Field, Engineering, and Mission Control to build a clear, data-backed picture of where we should invest to improve uptime and robot reliability. We have more than doubled our engineering team in the last couple of months and need to know what they should work on. First 60 Days: Instrument and Organize Implement quality and cost controls across repairs and Mission Control, including the KPIs and data infrastructure that define success. Build the recruiting and onboarding strategy for Field and Mission Control, and review the organizational and incentive structures needed to hit our goals. Partner with the full team and our city launch leader on the organizational plan for our first new geography. First 90 Days: Build for Scale Stand up an inventory process and platform with Field, Engineering, and Sales, and set our initial supply chain strategy. Set an annual robot-reliability goal with Field and Engineering, with a roadmap to hit it. What Success Looks Like in Year One Installations run on a playbook, not heroics. Fleet uptime is measured daily and trending up. Mission Control has a hiring engine, a career path, and quality standards. We know our unit economics per contract with specificity. And when we launch our second market, operations is the reason it works and our customers continue to be super happy, enabling us to enter even more markets after. Who You Are A builder, not just an operator. You've worked in process-oriented roles, such as operations, consulting, product management, or similar, and you've built processes from zero, not just run ones you inherited or designed them in a deck that is left on the shelf. Right-sized in your process design. You create the right amount of process for where the business is today, not where it will be in a year or two. You know when a spreadsheet is the answer and when it's time to migrate inventory, supply chain, customer service, or another process to a more robust system. Comfortable in chaos. You've thrived (or want to thrive) inside a rapidly scaling startup, where needs change weekly and 'that's not my job' isn't in anyone's vocabulary. A strong listener and communicator. You take the time to understand the work everyone actually does, including, and most importantly, the frontlines (Field techs, Mission Control operators, Installers, etc.), design process around that reality, and earn the organization's buy-in to adopt and run it. Data-driven and financially literate. You build the KPIs, dashboards, and financial hygiene that let a fast-moving company make decisions with confidence. A people leader. You'll lead 40+ people from day one. Experience managing frontline, contractors, or shift-based teams, field service, monitoring centers, logistics, fulfillment, or similar, is a strong plus. Bonus, not required: experience with physical products, hardware fleets, field operations, or robotics-as-a-service. If you've kept physical assets running in the real world, tell us about it. Our Values (Non-Negotiable) We are looking for someone who is passionate, gritty, and treats our company values as non-negotiable: Customer-First: We anticipate needs and will go any length to make our customers incredibly happy. Team over Self: We put the team's goals and collective success ahead of personal agendas or ego. Conflict is Love: We love our teammates and champion them, but the best way to show love is stepping on toes, disagreeing, then making up. Scrappy: We don't let perfection get in the way of “good enough.” Speed of action and iteration solves all problems. Radical Doers: We set outrageously ambitious goals, develop clear targets, and deliver through focused action and measurable results. What We Offer Competitive annual salary, benefits, and meaningful equity in a category-leading, venture-backed startup A founding leadership seat with a direct line to the CEO and real decision rights over the operational core of the business In-person work at our offices in South Downtown Atlanta, at the new Atlanta Tech Village Sylvan #J-18808-Ljbffr