Customer Partner – Leader, Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for customer escalations, gaining insights into operational requirements, performance deficiencies, and priorities.

• Facilitate the resolution of site-related issues concerning spare parts availability, installations, maintenance, downtime incidents, and process inefficiencies.

• Collaborate with leadership and internal teams to enhance bot allocation, fleet visibility, and overall system throughput across the network.

• Implement spare parts and warranty programs, maintenance strategies, and bot hardware upgrades while monitoring progress and eliminating obstacles.

• Examine site performance data to uncover trends, anomalies, and areas for improvement.

• Convert performance insights into actionable recommendations and guide cross-functional teams toward corrective actions.

• Motivate internal teams to enhance overall system performance by leveraging data-driven recommendations.

• Act as the operational lead for account partnerships, handling daily issue resolution, site execution, fleet visibility, and cross-functional coordination.

• Report directly to the VP of Customer Partnerships.

⛳️ Requirements

• Bachelor’s degree in business, operations, or a related field, or equivalent experience.

• At least 10 years of relevant experience or comparable work history.

• Background in customer success, account management, operations, or other customer-facing roles.

• Strong analytical capabilities with experience in interpreting operational data, recognizing performance trends, and delivering actionable insights.

• Exceptional communication and relationship management skills, with the capacity to engage credibly with clients and internal leaders.

• Ability to influence stakeholders without direct authority, eliminate obstacles, and manage multiple priorities in a fast-paced setting.

• Preferred experience in supply chain, robotics, logistics, fulfillment, warehouse automation, or large enterprise customer environments.

• Valid driver's license.

• Willingness to drive and/or fly to client locations and company headquarters.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Disability benefits.

• 401K.

• PTO.

• Reimbursement for business travel expenses in accordance with program guidelines.

• Eligible employees may receive a corporate credit card based on their role and travel needs.