Customer Partner, Leader (Operations)

Who we are
With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.
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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About Symbotic
Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com.
We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer.
We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.
The base range for this position in the posted location is $147,000.00 - $215,600.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits.

Skills
Machine Learning, Account Management, Customer Success, Onboarding