Head of Operations (SwarmFarm Robotics)

TRG (Tenth Revolution Group) is proud to be partnering exclusively with SwarmFarm Robotics, a pioneer in autonomous agriculture technology.

We are on a mission to inspire and empower farmers around the world and together is how we make it happen. Knowing your job is knowing your position on this team. Like elite athletes, we win together when everyone owns their role, trusts their teammates, and plays to their strengths. Clarity drives confidence, and confidence drives results. Let's ensure you know your role on our team. GAME ON!

Purpose

To lead the Customer Success, Integrated Autonomy and Field Service functions to deliver an exceptional end-to-end customer experience. This role ensures that every customer receives consistent, high-quality service that reflects SwarmFarm's standards and values. You build high-performing teams, drive operational consistency, and create the systems, rhythms and leadership environment that enable farmers to succeed with autonomy from day one.

Role Function

The Head of Operations owns the customer-facing operating system from delivery planning through commissioning, warranty support, retail service, field repairs and ongoing customer success. The role ensures SwarmFarm customers are successful, supported and confident advocates for the company, its people and its products.

Skills, Attributes & Experience

Essential

• Proven leadership of large field operations, service delivery, deployment or customer-facing operational functions, preferably in agriculture.
• Experience leading multi-team, cross-functional delivery systems with real-world outcomes for farmers or field customers.
• Demonstrated capability in operational scaling, field execution, service quality, customer support and performance management.
• Experience in AgTech, heavy equipment, mining, robotics, defence or comparable hardware/software field environments.

Highly regarded

• Global market expansion experience, with US experience preferred.
• ERP, service system or workflow implementation experience.
• Lean, value stream optimisation or service model redesign experience.
• Experience with autonomous systems or integrated hardware/software products.

Personal attributes for success

Process owner mindset; highly accountable; practical operator; collaborative; calm under pressure; direct communicator; farmer empathy; commercial discipline; strong coaching approach; no politics.

Key Accountabilities

1. Customer Success, Advocacy & Reputation

• Own the operational customer experience across commissioning, warranty and post-warranty retail support.
• Ensure customers receive timely, professional and effective support that strengthens confidence in SwarmFarm.
• Treat every customer as a critical part of SwarmFarm's market reputation and a potential advocate for the company.
• Ensure significant customer issues are visible, owned and actively managed until customer confidence is restored.
• Use customer insights to improve service delivery, product performance and customer communication.

2. Delivery, Commissioning & Product Support

• Translate company strategy into delivery plans, capacity models, schedules and execution priorities.
• Own end-to-end delivery performance from manufacturing handover to customer handover and in-field operation.
• Ensure robots and SwarmConnect attachments are delivered on time, on spec and fully operational in the field.
• Ensure commissioning, onboarding, training, documentation and readiness checks are completed consistently.
• Align Customer Success, Integrated Autonomy, Field Service and Scheduling around shared customer outcomes.

3. Critical Issues, Risk & Escalation

• Establish clear escalation pathways, response standards and communication expectations.
• Lead the response to critical customer or operational incidents, coordinating Product, Engineering, Manufacturing, Sales and Finance as required.
• Drive root cause resolution, not repeat issues.
• Identify delivery, safety, customer and commercial risks early and manage them proactively.

4. Operational Flow, Scheduling & Resource Management

• Manage operational capacity, workforce planning, delivery scheduling and regional resource allocation.
• Remove bottlenecks and improve delivery throughput, service responsiveness and travel efficiency.
• Oversee budgets, forecasting, travel, service cost and resource planning across customer-facing operations.
• Ensure day-to-day operations are productive, safe and aligned to SOPs, service standards and customer expectations.

5. Feedback Systems, Reporting & Continuous Improvement

• Develop feedback systems for commissioning, warranty work, retail repair work and significant support events.
• Measure Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) at key moments in the customer lifecycle.
• Report customer sentiment, uptime, usage, service hours, parts cost, team performance and issue trends.
• Ensure customer feedback, field learnings and product issues are escalated and translated into improvement actions.
• Lead continuous improvement in cost, quality, service workflows, documentation and customer experience.

6. Systems, Standards & Process Discipline

• Design work from customer value to process to system, not the other way around.
• Own the rollout and continuous improvement of SOPs, service workflows, escalation pathways and reporting systems.
• Partner on ERP (Hive), AI-enabled operations and service model redesign to ensure systems support field execution.
• Drive adoption of Asana, L10s and agreed operational tools across all teams.

7. Stock, Inventory, Time & Commercial Accountability

• Ensure strong compliance across inventory control, stocktakes, vehicle stock, tools, field assets and parts traceability.
• Ensure all parts are allocated to a robot, customer, work order or approved inventory transaction.
• Ensure labour, travel, parts, customer activity and service outcomes are accurately recorded against the correct customer, robot and ticket.
• Ensure chargeable work is documented and submitted for invoicing quickly and accurately.
• Hold leaders accountable for stock accuracy, time recording, work order closure, invoicing readiness and documentation quality.

8. Global Delivery Model & Market Scalability

• Design repeatable delivery, commissioning, support and service models for Australia and future markets, including the US.
• Define global standards while allowing local adaptation for geography, regulation, farming practice and partner capability.
• Develop processes for company and independent field support in new locations, including scouting and assessing partners.
• Capture learnings from new markets and feed them back into the global operating model.

9. Leadership & Team Performance

• Lead and align the Scheduling Manager, Customer Success Lead, Integrated Autonomy Lead, Field Service Manager and relevant operational support functions.
• Build capability, depth, accountability and frontline leadership across the team.
• Maintain a strong coaching and performance culture through structured 1:1s, quarterly conversations, annual reviews and capability development.
• Drive a values-aligned, safe and engaged culture across customer-facing teams.

Why SwarmFarm?
SwarmFarm is driven by three core values:

It Matters - Making a real difference for farmers and sustainable agriculture
Get It Done - Solutions-focused and committed to delivering results
We Win Together - Success is shared across customers, partners, and team members