Customer Partner, Leader (Operations)

Job Description

What we need

Symbotic is seeking a Customer Partner, Leader to join our Strategic Accounts team within our organization. In this role, you will serve as an operational owner for the account partnership, driving day-to-day issue resolution, site execution, fleet visibility, and cross-functional follow-through. In this role, you will influence internal stakeholders without direct authority, navigate the organization to remove roadblocks, and engage credibly with Sr. Managers, Directors, Group Directors, and at times VPs. This position reports to VP, Customer Partner.

What we do

The Customer Partner team is a part of the Account Management team. They connect customer priorities with Symbotic’s operational and technical teams. They work across the organization to resolve site-level challenges, improve system performance, coordinate fleet requirements, and ensure customer programs are delivered effectively across the network.

What you'll do

• 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.

What you'll need

• 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.

Our Environment

• Up to 40% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client locations and company HQ.
• Employees may be required to use a personal credit card for business travel expenses, which are reimbursed based on the program guidelines. Eligible employees may receive a corporate credit card based on role and travel requirements, but a personal credit card may be needed during onboarding until the corporate card is issued.

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