Customer Partner, Leader (Operations)

Job description

Job responsibilities

• Serve as a primary point of contact for customer escalations, developing a clear understanding of operational needs, performance gaps, and priorities.
• Drive resolution of site-level challenges involving spare-parts availability, installations, maintenance, downtime events, and process breakdowns.
• Partner with leadership and internal stakeholders to optimize bot allocation, fleet visibility, and system throughput across the network.
• Execute spares and warranty programs, maintenance strategies, and bot hardware retrofits while tracking progress and removing roadblocks.
• Analyze individual and collective site performance data to identify trends, outliers, and opportunities for improvement.
• Translate performance findings into actionable recommendations and drive cross-functional teams toward corrective measures.
• Drive internal teams to improve overall system performance based on data-driven recommendations.

Job requirements

• Bachelor's degree in business, operations, or related field, or equivalent experience.
• Minimum of 10 years of related experience or equivalent work experience.
• Experience in customer success, account management, operations, or related customer-facing functions.
• Strong analytical skills with experience interpreting operational data, identifying performance trends, and presenting actionable insights.
• Excellent communication and relationship-management skills, with the ability to engage credibly with customers and internal leaders.
• Demonstrated ability to influence stakeholders without direct authority, remove roadblocks, and manage multiple priorities in a fast-paced environment.
• Experience in supply chain, robotics, logistics, fulfillment, warehouse automation, or large enterprise customer environments preferred.