Customer Operations Manager (Miami)

Customer Operations Manager (Miami) Do you want to create a meaningful, real-world impact? Come be part of the team transforming factory operations! JOIN US About Pelico We are creating the factory of the future where disruptions are avoided, processes synchronized and value captured. Our factory operations management platform enables factory teams to be more agile and resilient in a world where supply chain disruptions occur every 16 minutes. Pelico empowers users to identify bottlenecks, avoid problems, and focus on innovation instead of fire-fighting. Since our foundation in 2019, we’ve partnered with industry leaders across aerospace, industrial equipment, and luxury watchmaking, revolutionizing factory operations in over 15 countries. Esteemed clients include Airbus, Safran, Cartier, Daikin, and Eaton. Our Team With a dynamic team of over 180 professionals across the US and France, Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains. Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing. Our work has been recognized by Safran (Digital Transformation Award) and Microsoft (scale-up of the year). Engineering turns Product ambition into scalable, reliable solutions that empower on-site operational teams . We design a platform that handles high volumes, concurrent users, and complex workflows , while remaining modular, maintainable, and future-proof. Your Missions As a Customer Operations Manager , you will play a strategic and hands-on role in maximizing the impact of the Pelico platform with our customers. Acting as a trusted partner, you will drive seamless onboarding, foster strong customer relationships, and collaborate cross-functionally to ensure users extract maximum value from Pelico’s solutions. Your work will directly contribute to accelerating our customers’ operational performance and Pelico’s growth. Key Responsibilities : As Customer Operations Manager, you’ll play an crucial role in maximizing the impact of the Pelico platform with our users. Build Trusted Customer Relationships : Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically. Oversee Customer Onboarding and Implementation : Lead onboarding by visiting customer sites and ensuring smooth software implementation. Drive user adoption through clear and consistent communication. Collaborate Across Teams and Share Feedback : Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. Share insights to influence product development and strategy. Grow Accounts and Enhance Value : Identify and pursue upselling and cross-selling opportunities. Work with sales to expand customer accounts and increase value. Define Goals and Metrics with Customers : Collaborate with customers to establish clear goals, key metrics, and timelines. Solve challenges to deliver maximum business value. Preferred Qualifications & Skills 3+ year of experience or previous experience in a customer-facing and operations role (internship, apprenticeship...) Highly energetic and passionate about driving customer success and supporting them in achieving their business objectives. Strong interest in technology with the ability to engage in informed discussions about the data analytics industry. Proven experience in program or project management, preferably focused on onboarding or customer-centric processes. Excellent written and verbal communication skills, with the ability to create impactful presentations for both technical and business audiences. Deep customer empathy, enabling you to listen attentively and address their unique needs effectively. A growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improving. Experience in Supply Chain operations, advanced manufacturing, and high-growth startup environment are a plus. Native English is mandatory Pelico promotes inclusion and non-discrimination, and acts daily in favor of social mix, gender equility, senior citizens and disability. The position will be based in Miami. What we offer: Join an exciting adventure with a lot of challenges at all levels! Work on a highly impactful AI-native product that transforms how the world's leading manufacturers plan and optimize operations Miami office location with modern workspace and collaborative environment Competitive compensation including base salary, performance bonus, and equity (Stock Options for every Pelican) Professional development: Budget for conferences, courses, and learning Flexible work arrangements with remote flexibility Work directly with world-class aerospace and manufacturing customers Comprehensive benefits package: Premium health, dental, and vision coverage 401(k) with company match Generous PTO policy + company holidays 6 weeks of Work from Anywhere Collaborative, impact-driven culture with quarterly team eventsYour interview experience Your interview experience : HR screening Interview : 30-45 mins Hiring Manager Interview : 1h Product Demo : 1h On-site or On-line case study presentation : 1h fit Interview : 45 mins Department Customer Operations Locations Miami Remote status Hybrid Employment type Full-time