Customer Operations Manager (Miami)

Position Overview

Pelico is creating the factory of the future where disruptions are avoided, processes are synchronized, and value is captured. Our operations management platform empowers factory teams to identify bottlenecks, avoid problems, and concentrate on innovation rather than firefighting. With a diverse team of over 180 professionals across the US and France and esteemed clients like Airbus, Safran, Cartier, Daikin, and Eaton, we are revolutionizing manufacturing operations in more than 15 countries.

As a Customer Operations Manager, you will play a strategic and hands-on role in maximizing the impact of the Pelico platform. You will drive customer onboarding, build strong relationships, collaborate with cross-functional teams, and ultimately accelerate both our customers’ operational performance and Pelico’s growth. Location: Miami

Key Responsibilities

• Responsibilities: Build trusted customer relationships by conducting business reviews, planning goals, and empathetically resolving escalations.
• Oversee customer onboarding and implementation by visiting sites and ensuring smooth software adoption through clear communication.
• Collaborate with sales, marketing, product, and support teams to deliver seamless customer experiences and provide feedback to influence product strategy.
• Identify upselling and cross-selling opportunities to grow customer accounts and enhance overall value.
• Define goals and key metrics with customers while addressing challenges to ensure maximum business benefit.

Preferred Qualifications

• 1+ year of experience in a customer-facing and operations role (including internships or apprenticeships).
• Highly energetic and passionate about driving customer success and achieving business objectives.
• Strong interest in technology and data analytics with the ability to engage in informed discussions.
• Proven experience in program or project management, preferably focused on onboarding or customer-centric processes.
• Excellent written and verbal communication skills with the capacity to create impactful presentations for both technical and business audiences.
• Deep customer empathy with an ability to listen attentively and address unique needs effectively.
• A growth-oriented mindset, adaptable to experimenting with new approaches and continuously improving.
• Experience in supply chain operations, advanced manufacturing, or a high-growth startup environment is a plus.
• Native English proficiency is mandatory.

Benefits & Perks

• Compensation: Competitive package including base salary, performance bonus, and equity (Stock Options).
• Work on a highly impactful AI-native product that transforms manufacturing operations for leading global manufacturers.
• Location: Miami office featuring a modern workspace in a collaborative environment.
• Opportunities for professional development with budgets allocated for conferences, courses, and learning.
• Flexible work arrangements with remote work options.
• Direct collaboration with world-class aerospace and manufacturing customers.
• Benefits: Comprehensive benefits package including premium health, dental, and vision coverage; 401(k) with company match; generous PTO; company holidays; and 6 weeks of Work from Anywhere.
• A collaborative, impact-driven culture with quarterly team events.