Service Operations Account Manager

Exol

9d•$108,000 - $148,500•Remote

About The Position

Symbotic is seeking a Service Operations Account Manager responsible for owning customer relationships across the installed base, with a focus on lifecycle management, system performance, and service program execution. This role leads proactive customer engagement around lifecycle events (end-of-life transitions, upgrades, retrofits) while ensuring alignment to contractual commitments and driving service revenue growth. The Service Operations Account Manager acts as the primary interface between the customer and internal teams, translating technical needs into business outcomes, aligning cross-functional execution, and ensuring operational excellence across service delivery. The Lifecycle Management Team is part of Symbotic’s Service Operations organization and is responsible for ensuring our robotics systems deliver long-term performance, reliability, and measurable business value. We partner closely with customer executives, site leadership, and collaborate cross-functionally with technology, engineering, and site operations teams to optimize installed systems, drive operational excellence, and extend asset life. Our focus goes beyond maintenance. We proactively identify and execute refurbishment, component upgrades, and modernization initiatives that enhance system capability, improve uptime, and maximize return on investment.

Requirements

Bachelor's degree in business administration, Engineering, or related field.
Minimum of 8 years’ experience in client management and/or service operations.
Experience in field service operations, system installation, or retrofit program management.
Strong understanding of electro-mechanical or automation systems.
Excellent cross-functional leadership and communication skills.
Analytical and problem-solving skills, with the ability to identify root causes of issues and develop effective obsolescence planning/lifecycle solutions.
Experience with high level scheduling and proficiency with MS Office.
Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
The employee is responsible for owning a credit card and managing/submitting their expenses for reimbursement on a bi-weekly basis to Symbotic.
Must comply with all safety requirements and protocols, including without limitation Lock out/tag out safety protocols and fall protection safety protocols.
Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit.

Nice To Haves

Familiarity with scheduling software (MS Project, Primavera) and earned value management systems.

Responsibilities

Serve as the primary customer-facing owner for service operations, lifecycle programs, and system performance.
Build and maintain strong customer relationships through regular engagement, including quarterly business reviews (QBRs) and operational updates.
Communicate timelines, impacts, and status of upgrades, retrofits, and service activities.
Act as the escalation point for customer concerns, driving resolution across internal teams.
Coordinate execution of lifecycle events including end-of-life transitions, upgrades, and retrofit programs.
Track progress against plans and ensure timely follow-up on open actions.
Support identification of retrofit and upgrade opportunities in partnership with internal teams.
Coordinate across Service, Engineering, Supply Chain, and Sales to support delivery of service programs.
Ensure activities align with contractual scope, SLAs, and warranty terms.
Track key service metrics and escalate risks or delays as needed.
Monitor customer issues and support escalation to appropriate internal teams.
Follow through on issue resolution and ensure clear communication back to the customer.
Capture customer feedback and support improvements to service processes and communication.
Maintain accurate documentation of customer interactions, action items, and program status.