Head of Customer Operations (Customer Success and Project Delivery)
Salary: $110,000+
About HiLo
HiLo Level Monitoring is a New Zealand technology company engineering smart liquid level monitoring solutions for water, wastewater, fuel and industrial applications. Our products help councils, water utilities, farmers and businesses across New Zealand and Australia monitor critical liquid levels remotely and manage their assets more efficiently. Founded in Dunedin, HiLo is growing rapidly across a range of markets, with technology engineered for real-world environments where reliable monitoring matters.
About the role
We are creating a new senior role to lead customer operations as the company scales. The Head of Customer Operations owns customer success from the point of sale onwards: programme delivery, onboarding, technical support, field services and ongoing account management. You will lead a small operations team, set the standards they work to, and be the senior point of contact for our enterprise and council customers.
This is a hands-on role combining project management and team leadership. You will be close to customers, close to the product and close to the founders, with the authority to run your area and the support to grow it as the company scales.
Key responsibilities
Plan and lead customer programmes and rollouts, from initial order through to live operation.
Lead and develop a small operations team covering technical support, field installation and calibration.
Own enterprise and council account relationships after the sale, including onboarding, escalations and regular reporting.
Manage customer trials and pilot programmes, keeping each on track and pulling in internal resource as needed.
Set service standards for technical support and report on performance against them.
Coordinate field installation and servicing.
Manage order delivery and warranty replacements.
Develop the operating procedures, customer documentation and self-service resources that let the team and our partners work without escalation.
Work with marketing to capture customer outcomes for case studies and references.
What we are looking for
Proven experience in customer success, service delivery or project management at a senior level, ideally delivering multi-site programmes or rollouts with a technology or hardware product.
Experience leading a team and holding it to clear standards.
Strong planning and follow-through. You keep commitments to customers and you always know the status of everything in flight.
Confidence with technical products and the ability to explain them clearly, whether to a utility engineer or a farmer.
Clear written and verbal communication with customers, partners and colleagues.
A practical, self-directed working style suited to a growing company where leaders stay close to the work.
Experience in water, utilities, IoT, telemetry or industrial equipment would be an advantage but is not essential. A relevant tertiary qualification is welcome but not required.
What we offer
A senior leadership role supported by the founding directors.
The chance to shape a function and team as the company grows.
Opportunity to deliver projects with major utilities, councils and industrial operators across New Zealand and Australia.
Work from a central Dunedin office with a small, capable team. Office first, but a flexible working environment.
How to apply
Please send your CV and a short cover letter telling us about a programme or project you led and what it achieved. We are looking to fill this role as soon as possible and will review applications as they arrive.