Customer Operations Manager

We are at the forefront of developing advanced humanoid robots designed for household use. Our mission is to create an abundant supply of labor via safe, intelligent humanoids. As we transition from R&D to full-scale manufacturing, we seek a skilled and adaptable Customer Operations Manager to build and lead our customer operations function, ensuring exceptional customer experience and operational efficiency.

Job Description:

The Customer Operations Manager will be responsible for building the customer operations function from the ground up, developing processes, implementing best practices, and scaling the team to meet the growing demands of our customer base. This role is ideal for a leader who is comfortable managing individual contributors initially, with the vision and capability to scale into managing a larger team as the company grows. The right candidate will be hands-on, willing to do individual contributor work when necessary, and capable of building a robust operations framework that ensures smooth order processing, customer support, and service delivery.

Responsibilities:

• Develop and implement a comprehensive customer operations strategy, establishing the foundation for a scalable and efficient operations organization.
• Lead and manage a small team of customer operations agents, ensuring high standards of service delivery and customer satisfaction, with the ability to grow into managing a larger team as the company scales.
• Establish and oversee processes for order operations, including order processing, invoicing, cancellations, refunds, payment collection, and production assignment.
• Be willing to perform individual contributor tasks when needed, such as handling complex customer issues or managing critical operations tasks.
• Develop, implement, and maintain the CRM system to ensure accurate tracking and reporting of customer interactions and operations.
• Oversee customer support functions, including pre-delivery inquiries, troubleshooting, and managing product returns.
• Manage customer agreements, ensure compliance with terms, and implement business controls to monitor and improve operational performance.
• Monitor and analyze operations performance data to identify trends, optimize processes, and drive continuous improvement initiatives.
• Collaborate with other departments, including sales, service, and engineering, to ensure a cohesive and integrated approach to customer operations.

• Proven experience in building and leading a customer operations team in a direct to consumer business.
• Strong leadership skills with the ability to scale from managing individual contributors to leading a larger team over time.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across departments.
• Demonstrated ability to develop and implement customer operations strategies and best practices from the ground up.
• Strong problem-solving skills and the ability to handle complex and escalated issues.
• Experience in CRM management and process improvement.
• Ability to work in a fast-paced, dynamic environment and handle ambiguity with ease.
• Hands-on and humble approach, willing to step in and perform individual contributor work as needed.

We seek the world's most talented individuals with a passion for inventing and building a more prosperous future. At 1X you'll get to own real projects and be rewarded for your achievements and output. We hire, recognize and reward based on merit. We believe the best work is done when collaborating and therefore require in-person presence.

Location

We believe the best work is done when collaborating and therefore require in-person presence in our office locations.

Sunnyvale, CA

We are in the heart of the SiIlicon Valley in a commuter-friendly location with plenty of parking, access to 101 or 280. If you prefer public transportation, Orange Line (VTA) light rail station is across the street. Living in the Bay Area, you will have access to many activities available in its proximity from surfing in Half Moon Bay to skiing at Tahoe, wine tasting in Napa, hiking on the many trails or other sports activities on the many tennis courts, golf courses, etc..

If you are relocating to Sunnyvale, we offer a comprehensive relocation package to support you and handle the logistics of your move.

A value driven team

These are the ideas that express our team’s culture and how we work:

Be Nice

Collaboration is our driving force. Our team creates an open, trusting environment where everyone can be their most creative.

Stay Smart

A world-changing team needs the brightest minds in every discipline. This is where people come to work, learn, and grow to their full potential.

Make History

Everything we do gets us closer to one ambitious vision: Creating an Abundant Supply of Labor using Safe, Intelligent Humanoids. We believe what we build today will impact generations.

Not sure if this is you?

Studies have shown that women are less likely to apply to jobs unless they meet all qualifications. If you’re excited about this role, but you’re not sure if you qualify, apply anyway! You may be just the right candidate for this or other roles.

1X is an inclusive and equal-opportunity employer that values diversity. We consider all qualified applicants regardless of race, religion, gender, age, sexual orientation, disability, or any other protected class. If you have a disability or special need that requires accommodation, please don't hesitate to let us know during the interview process. We will do our best to accommodate your needs.

We're excited to get to know you and prospects of having you on board!