Senior Manager, Customer Operations
Outrider is a robotics company providing autonomous, electric yard-operations systems for enterprise logistics hubs.
Funding history
Investors
About Outrider
Outrider automates distribution-yard operations through an integrated system of cloud management software, autonomous electric yard trucks, robotic trailer connections, and site infrastructure.
Skills
Candidate Availability
About the Role
You will lead the Customer Operations organization, including managers, associate managers, and frontline AV Site Leads and Field Technicians across all active customer programs. You will own operational performance and enterprise customer relationships, act as the senior escalation point, and tie operations to renewals, expansions, and contract milestones. You will also own headcount planning, budget, and organization design, and lead the shift toward scalable, travel-based implementation teams for autonomous yard truck deployments.
Requirements
- 8+ years of experience in field operations, logistics, robotics, autonomous vehicles, or industrial operations, including 5+ years leading people
- Experience managing managers and leading multi-site or multi-program operations
- Experience owning enterprise customer relationships and escalations up to executive level
- Experience owning headcount planning, hiring, and an operating budget
- Track record of designing or scaling an operating model through change
- Ability to travel to customer sites up to 50% of the time
- Focus on safety and ability to lead a safety-first culture
- Excellent written and verbal communication skills
- Strong analytical skills and data-driven decision making
Responsibilities
- Lead, coach, and develop Customer Operations Managers and Associate Managers
- Set goals, operating rhythms, and performance expectations
- Own career progression and development for the organization
- Own customer operations relationships from site leadership to executive stakeholders
- Serve as senior escalation point for operational and safety issues
- Partner with Customer Success on program reviews, renewals, and expansion planning
- Own headcount planning, hiring plans, and budget
- Design and lead the transition to travel-based implementation teams
- Own operational KPIs including safety, uptime, move volume, and service levels
- Standardize operating procedures, Site Implementation Plans, ODD protocols, and weather procedures
- Lead response to significant operational and safety events including root-cause analysis
- Design standards and reporting for auditing daily moves and monitoring sites
- Oversee staffing and readiness for new site launches and evolve the deployment playbook
- Represent Customer Operations with Engineering, Product, Technical Operations, Safety, and Finance
- Deliver regular operational reporting to leadership and customers
Benefits
- Health Insurance
- Dental insurance
- Vision Insurance
- Parental Leave
- 401(K) Retirement
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Short-Term Disability
- Long-Term Disability
- Life insurance
- Pet insurance
- Professional Development Benefits
- Paid Time Off
- $50 monthly cell phone reimbursement