Lead Customer Operations (US, Seattle)

Pelico • Miami, FL

33d • Hybrid

About The Position

About Pelico : Pelico is an innovative French scale-up on a mission to revolutionize manufacturing intelligence through resource optimization . We have developed a platform that enables factories to be more agile, efficient, and resilient, minimizing disruptions and ensuring continuous productivity. At the forefront of supply chain disruption management , we empower factories with unmatched agility and resilience. Our cutting-edge SaaS Supply Chain Operations platform enables teams to swiftly navigate disruptions, ensuring maximum efficiency. Since 2019, we've transformed operations for industry leaders in aerospace, industrial equipment, and luxury watchmaking , driving impact in 15+ countries . Trusted by Airbus, Safran, Cartier, Daikin, and Eaton , we are redefining the future of manufacturing. About our Team With a dynamic team of over 130 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 Core Values : Empowerment Ownership Resilience Outcome Orientation Playfulness Your role's mission: The Lead Customer Operations US is responsible for driving the success of Pelico's deployments in the US market, ensuring measurable customer value, and mentoring one Customer Operations Manager. Acting as both a strategic partner and hands-on operator, the Lead plays a key role in scaling Pelico's customer operations practice, securing adoption and expansion, and supporting the company's commercial growth through pre-sales activities.

Requirements

• 7-10 years of experience in Customer Success, Operations, or Program Management within B2B SaaS, ideally in industrial, aerospace, or manufacturing environments.
• Proven ability to lead complex customer deployments and deliver measurable business value.
• Experience mentoring or coaching at least one team member — strong “player-coach” mindset.
• Solid understanding of supply chain operations and industrial processes.
• Strong analytical and data-driven approach to demonstrate ROI and value creation.
• Excellent stakeholder management and communication across technical, operational, and executive levels.
• Capacity to navigate complex customer environments and handle escalation with composure.
• Familiarity with CRM and project management tools (HubSpot, Salesforce, Jira, Notion, Asana).
• High level of autonomy, structure, and ownership in execution.
• Ability to support pre-sales activities, from demos to value articulation.
• Alignment with Pelico's core values: Empowerment, Ownership, Resilience, Outcome Orientation, and Playfulness.

Responsibilities

• Deployment & Value Delivery Lead customer deployment projects end-to-end, ensuring milestones are met and value is measurable. Align deployment outcomes with customers' operational objectives and ROI expectations. Monitor project health, proactively manage risks, and ensure customer satisfaction.
• Strategic Customer Partnership Build trusted relationships with Supply Chain Directors and senior stakeholders. Navigate complex industrial environments to maintain engagement and adoption. Identify opportunities for improvement, expansion, or additional value creation.
• Team Leadership & Mentoring Mentor and coach one Customer Operations Manager to enhance performance and autonomy. Establish clear delivery routines, knowledge-sharing processes, and best practices. Contribute to recruiting and onboarding future team members as the US activity grows.
• Pre-Sales Support Partner with the Sales team to demonstrate Pelico's value proposition in pre-sales meetings. Adapt demonstrations to different audiences (technical, operational, executive). Provide feedback from the field to continuously refine value messaging.
• Culture & Cross-Functional Collaboration Actively promote Pelico's values: Ownership, Empowerment, Resilience, Outcome Orientation, Playfulness. Foster collaboration across Customer Operations, Product, Engineering, and Sales teams. Represent Pelico at key customer meetings and industry events.

Benefits

• Work on a highly impactful product that users love!
• Stock Options: Available for every employee.
• Remote Flexibility: Enjoy the freedom to work from anywhere.
• Premium Health Coverage : Up to 70% covered by Pelico (Alan Healthcare).
• Meal Allowance : €10/day worked, covered at 50% (via Swile card).
• Transportation Support: 50% public transportation coverage or an equivalent sustainable mobility package.
• Collaborative Environment: We foster a vibrant, growth-focused workplace where professional development and team connections thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed