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Halter is an agri-tech company transforming livestock grazing through innovative hardware and software. The company enables farmers and ranchers to manage herds without traditional fencing, quad bikes, or dogs—using precision technology to improve productivity and sustainability. Backed by tier-1 investors including Founders Fund, Bessemer Venture Partners, and DCVC, Halter operates across New Zealand, Australia, the United States, and South America.
You will own the end-to-end customer journey for farmers, ranchers, and their animals—from initial conversation through installation, first week of use, ongoing support, and renewal. This is a cross-functional role reporting to the VP Customer, responsible for designing and executing the "golden path": the best possible experience a farmer can have with Halter.
Key responsibilities include:
- Design the complete farmer journey and measure outcomes that matter (churn at first renewal, support contacts per farm, etc.)
- Conduct on-farm visits in at least two countries within your first 90 days to understand the customer experience firsthand
- Map current journeys with function leads, identifying handoff failures and promise-delivery gaps
- Build and implement a service blueprint within six months, creating a shared view of the journey across teams
- Prioritize and fix cross-team handoffs hands-on, working directly with teams rather than delegating recommendations
- Present evidence-based redesigns to function leads and escalate disagreements to VP Customer and go-to-market President
- Account for regional differences across four continents
- Report regularly on progress against agreed metrics
This role requires someone who can solve problems that span organizational boundaries using evidence and relationships rather than formal authority. You'll work in a fast-growing, evolving environment where processes are still being built. The company operates office-first (in-person daily, with flexibility when needed) and emphasizes high-trust culture and direct collaboration.
Requirements:
- Senior experience in customer journey management, service design, customer experience, or operations with a proven track record of improving customer outcomes
- History of fixing cross-team problems using evidence and relationships rather than formal authority
- Hands-on experience mapping journeys, building service blueprints, and implementing changes that stick
- Comfort with data: setting baselines, selecting appropriate measures, and validating whether fixes worked
- Willingness to spend significant time on farms and in the field, not just in workshops
- Strong communication skills; ability to build consensus among function leads and present cases to senior leadership
- Experience in fast-growing, evolving environments where processes are still being built
Nice to have:
- Exposure to agri-tech, farming, or hardware products with physical installation and setup
- Experience improving customer journeys across multiple countries simultaneously
- Track record of reducing churn or support contacts through journey redesign
- Familiarity with subscription businesses where renewal is critical
