Director, Software Engineering - Customer Integration

Exol•Wilmington, MA

12d•$224,000 - $308,000•Hybrid

About The Position

Symbotic is seeking a Director of Customer Integration to lead a critical function that bridges software, operations, and customer delivery. This role is responsible for integrating Symbotic's core platform with each customer's warehouse and supply chain systems, ensuring scalable, reliable, and supportable solutions in operational environments. The scope includes new customer onboarding, ongoing production support for live sites, and evolving the operating model to accommodate rapid growth in customer numbers and site footprint. The ideal candidate will possess a blend of technical expertise, strong customer-facing communication skills, the ability to make pragmatic architectural trade-offs, and a sense of urgency when systems directly impact physical warehouse operations.

Requirements

Minimum 12 years of experience leading complex, customer-facing software, platform, or integration initiatives in mission-critical environments, such as 24x7 production systems tied directly to physical or operational outcomes.
At least 5 years of experience building, leading, and managing teams, including senior individual contributors and people managers.
Strong technical background in software integration, including APIs, data exchange patterns, legacy and modern systems, and enterprise environments.
Track record of introducing new technologies or tooling (including AI-assisted development) that materially improved engineering velocity, quality, or operational visibility.
Demonstrated ability to make practical architectural tradeoffs rather than only designing ideal-state solutions.
Experience working with or integrating warehouse, supply chain, logistics, or industrial systems (e.g., WMS, WES, WCS, robotics, automation platforms).
History of leading through production incidents, customer escalations, and post-incident remediation.
Ability to lead and influence across teams without direct reporting authority.
Comfort operating in ambiguity, fast growth, and high-urgency environments.
Strong customer-facing communication skills with the ability to explain complex technical topics to non-technical stakeholders.
Experience scaling teams, improving operating models, and evolving org structures as demand grows.
Backgrounds from warehouse automation, industrial software, logistics tech, enterprise SaaS with heavy customer integration, or IoT/edge-to-cloud platforms are a strong fit.

Responsibilities

Lead the Customer Integration function, overseeing customer onboarding integrations and ongoing operational support for live sites.
Leverage AI-assisted development tools to accelerate integration delivery, including rapid creation of internal tools, observability dashboards, and reusable integration components.
Act as an escalation leader during production incidents, system degradations, and customer-facing outages, driving rapid resolution and clear communication.
Partner closely with engineering, product, architecture, QA, support, site operations, and sales to align priorities and resolve ownership gaps.
Make pragmatic architectural decisions that balance ideal designs with real-world constraints such as legacy systems, customer-specific requirements, and phased migrations.
Guide and mentor managers and senior engineers while shaping the future org structure as the team grows.
Improve operating models, technical ownership boundaries, standards, and documentation to support scale and reduce "one-off" customer implementations.
Drive reuse and standardization where possible to accelerate customer onboarding, leveraging AI tools to generate and scale integration patterns.
Serve as a senior, customer-facing technical leader, clearly explaining complex issues, design tradeoffs, and risks.
Own prioritization decisions in an environment with competing customer demands, critical timelines, and 24x7 operational needs.
Influence post-incident reviews and corrective actions to ensure issues are addressed systemically and do not repeat.