At Orca AI, we're on a mission to shape the future of the shipping industry through cutting-edge autonomous ship technology. Our solutions empower teams both on the ship and ashore to make informed decisions that dramatically enhance safety, reduce fuel consumption, improve navigation, and minimize environmental impact.

We integrate state-of-the-art technologies like computer vision and augmented reality, ensuring that we create solutions that improve operational efficiency and promote safer, greener shipping practices. At Orca AI, we are committed to making a positive difference for both the environment and the people who rely on safe, efficient shipping practices. Join us as we work towards a safer, greener future for the maritime industry.

In this role, you will be responsible for strategic leadership and management oversight of the professional services organization to support Orca AI’s business goals. Reporting to the COO, this is a high-visibility role that provides the development of the overall professional services plan and setting the strategic direction, and performance standards. You will develop, and manage all strategic service offerings and outcomes to drive and support the end-to-end customer experience.

Key Responsibilities

• Develop and execute a scalable strategy for Support and NOC operations, ensuring a proactive, customer-first approach.
• Lead and mentor high-performing group of support engineers, NOC specialists, and operational staff, fostering a culture of accountability, collaboration, and innovation.
• Oversee real-time monitoring, incident management, troubleshooting, and resolution to minimize downtime and maximize system performance.
• Implement and refine SLAs, KPIs, and operational processes to drive service excellence and continuous improvement.
• Establish escalation protocols and ensure rapid response times to critical incidents, partnering with Engineering and Product teams to drive root cause analysis and long-term solutions.
• Develop customer support workflows, self-service tools, and knowledge bases to improve customer experience and reduce resolution times.
• Collaborate closely with Product, Sales, and Customer Success teams to align support initiatives with business objectives and customer needs.
• Leverage data-driven insights to optimize service delivery, enhance automation, and improve operational efficiency.
• Provide regular performance reports and strategic recommendations to senior leadership.

Requirements:

• 8+ years of experience leading and scaling Support, NOC, or Technical Operations teams in a high-growth technology environment, over multidisciplinar product.
• Proven track record of building world-class support organizations with strong customer satisfaction and operational efficiency metrics.
• Deep understanding of network operations, system monitoring, and incident management best practices.
• Strong leadership and people management skills, with the ability to inspire and drive high-performance teams.
• Experience in implementing ITIL, DevOps, or other best-practice frameworks for support and operations.
• Excellent analytical, problem-solving, and decision-making skills with a data-driven mindset.
• Ability to work in a fast-paced, dynamic environment while maintaining a strategic vision.
• Strong communication and stakeholder management skills, with the ability to engage cross-functional teams effectively.
• Willingness to travel occasionally as required.