Business Operations Manager, Customer Success

Locus Robotics is a global leader in warehouse automation, delivering unmatched flexibility and unlimited throughput, and actionable intelligence to optimize operations. Powered by LocusONE, an AI-driven platform, our advanced autonomous mobile robots seamlessly integrate into existing warehouse environments to enhance efficiency, reduce costs, and scale operations with ease.

Trusted by over 150 industry leading retail, healthcare, 3PL, and industrial brands in over 350 sites worldwide, Locus enables warehouse operators to achieve rapid ROI, minimize labor costs, and continuously improve productivity. Our industry-first Robots-as-a-Service (RaaS) model ensures ongoing innovation, scalability, and cost-effectiveness without the burden of significant capital investments. With proven capabilities in diverse workflows—from picking and replenishment to sorting and pack-out—Locus Robotics empowers businesses to meet peak demands and adapt to ever-changing operational needs.

We are seeking a detail-oriented and data-driven Business Operations Manager, Customer Success to support the operational effectiveness of our global Customer Success (CS) organization. This role is responsible for tracking and analyzing key metrics across CS functions, including site profitability, deployment costs, resource efficiency, and churn data. The ideal candidate has strong analytical skills, operational rigor, and the ability to collaborate cross-functionally to ensure the Customer Success team runs efficiently and delivers measurable outcomes.

This role is hybrid out of our Locus Park headquarters in Wilmington, MA.

Responsibilities

Operational Tracking & Analysis

• Track and report on site-level profitability for existing customer deployments in collaboration with Finance.
• Monitor and analyze deployment costs across all implementations to identify trends and opportunities for improvement.
• Report on resource efficiency and utilization across the CS organization.
• Oversee timesheet tracking, compliance, and data integrity for CS teams.
• Track and manage all the key deliverables from the above.

Customer Lifecycle & Churn Insights

• Maintain and report on operational data related to churn management efforts, including at-risk account tracking and program impact.
• Track Book-to-Bill metrics and timelines to measure handoff efficiency and implementation velocity.
• Support continuous improvement efforts by identifying operational gaps and recommending data-backed solutions.

Reporting & Tool Management

• Create and manage dashboards and reports in systems such as Salesforce, Excel, and BI tools (e.g., Tableau, Power BI).
• Ensure timely, accurate reporting for leadership and CS stakeholders.
• Partner with IT and Systems teams as needed to improve tool usage and data automation.

Cross-functional Collaboration

• Work closely with Finance to reconcile and understand profitability and margin drivers.
• Collaborate with Implementation, Support, Field Services, and Account teams to gather inputs for CS operational metrics.
• Participate in CS leadership and planning meetings, providing data and insights to support decision-making.

Qualifications

• Bachelor’s degree in Business, Finance, Operations, or a related field.
• 5+ years of experience in Customer Success Operations, Business Operations, Finance, or a related analytical role.
• Experience in logistics, robotics, supply chain, or warehouse automation industries.
• Understanding of SaaS metrics and subscription-based business models.
• Strong experience working with data and metrics utilizing Excel and business intelligence tools.
• Familiarity with tools like Salesforce, Jira, Asana, and timesheet tracking platforms.
• Proven ability to manage multiple operational workstreams with a high level of accuracy and accountability.
• Excellent analytical, problem-solving, and organizational skills.
• Ability to clearly convey data insights to both technical and non-technical audiences.
• Proficient English communication skills, both written and verbal, with the ability to engage diverse audiences effectively.

Additional Information  

Locus Robotics is an Equal Opportunity Employer.