Director, Customer Operations

About Us

Founded in 2021, Axion Ray is at the forefront of transforming product quality and customer satisfaction in manufacturing. Our cutting-edge AI-powered platform empowers manufacturers to swiftly identify, thoroughly investigate, and effectively resolve quality issues while simultaneously elevating customer experiences and outcomes.

As trailblazers in end-to-end quality intelligence, we're setting new industry standards. Our innovative approach enables industrial, aerospace, consumer, and medtech manufacturers to harness the power of quality and post-market data, driving down costs and boosting business performance.

Our vision extends beyond mere problem-solving; we're committed to reshaping the future of manufacturing. By seamlessly integrating advanced AI technology with deep industry expertise, Axion Ray is paving the way for smarter, safer, and more efficient production processes across diverse sectors.

Backed by leading investors, including Bessemer Venture Partners, Amplo, Boeing, and RTX Ventures, Axion Ray is poised to lead the quality revolution in manufacturing.

We are looking for a Director 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.

Responsibilities

• 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

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
  

What We Offer

• Work with cutting-edge AI technology making a tangible impact in manufacturing

• Collaborative, mission-driven team and supportive leadership

• Generous time time off

• Competitive compensation, equity, and benefits

• Lunch stipend…and much more!
  

Ready to drive the future of manufacturing with AI? Apply today to join our team and help us build the category-defining platform for quality intelligence.