Lead Customer Operations (US, Seattle)

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 weve 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 roles mission:

The Lead Customer Operations US is responsible for driving the success of Pelicos 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 Pelicos customer operations practice securing adoption and expansion and supporting the companys commercial growth through pre-sales activities.

Key Responsibilities :

1. 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.

2. 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.

3. 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.

4. Pre-Sales Support

• Partner with the Sales team to demonstrate Pelicos value proposition in pre-sales meetings.
• Adapt demonstrations to different audiences (technical operational executive).
• Provide feedback from the field to continuously refine value messaging.

5. Culture & Cross-Functional Collaboration

• Actively promote Pelicos 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.

Location : You will be based in Seattle USA. We offer a hybrid work arrangement.

Preferred Qualifications & Skills

Pelico promotes inclusion and non-discrimination and acts daily in favor of social mix gender equality senior citizens & disability

What Were Looking For :

• 710 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 Pelicos core values: Empowerment Ownership Resilience Outcome Orientation and Playfulness.

What we offer:

Our culture thrives on trust and empowerment complemented by benefits that truly support you like :

• Work on a highly impactful product that users love!
• Office locations: In the heart of Paris (75002) and Miami USA.
• 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.

Your interview experience :

1. HR screening Interview : 30-45 mins
2. Hiring Manager Interview : 1h
3. On-line case study : 1h
4. On-site or On-line case study presentation : 1h
5. fit Interview : 45 mins

Curious about life behind the scenes at Pelico Check out our Instagram page!