Director, Account & Commercial Operations

Summary

Join Agility Robotics as the Director, Account and Commercial Operations, leading post-sale customer-facing programs. Oversee account management, commercial delivery, and customer satisfaction initiatives to drive retention and growth. Collaborate with sales, marketing, customer success, and operations teams to achieve strategic and revenue goals. Lead and manage account services and Commercial Operations teams, ensuring high-quality delivery. Develop strong customer relationships and integrate strategies for a seamless customer journey. Identify service improvements and expansion opportunities, providing strategic insights to the Chief Business Officer. Manage the operational budget and implement resource planning models. Establish performance metrics and lead process improvements to support Agility's commercial growth.

Requirements

• Bachelor’s degree required, Master’s Degree preferred or 15+ years experience in lieu in Business, Operations Management, Engineering, or related fields
• 10+ years of leadership experience in account management, customer operations, Commercial Operations, or customer success functions in a robotics or HW/SW platform organization
• Proven success managing post-sales customer engagements in a scaling, high-growth environment
• Expertise in program management, customer relationship development, and operational service delivery
• Financial acumen with experience managing budgets, cost structures, and margin targets in service organizations
• Excellent verbal and written communication skills, including executive-level presentations
• Proficiency with CRM and customer management systems (preferably Microsoft Dynamics)
• Must maintain eligibility to work in the United States without sponsorship

Responsibilities

• Lead and manage account services and Commercial Operations teams, ensuring consistent, high-quality delivery across all engagements
• Define and monitor service standards, operational KPIs, and customer satisfaction goals
• Manage team staffing, workload prioritization, and talent development across customer accounts
• Serve as the primary operational point of contact for key customer accounts post-sale
• Develop strong relationships with strategic customers to support retention, upselling, and account health
• Drive integration across Pre-Sales, Sales, Implementation, and Solutions teams to ensure a unified and seamless customer experience
• Collaborate closely with the Sales and Customer Success teams to support seamless handoffs, expansions, and renewals
• Integrate account management strategies with the overall commercial strategy to ensure a cohesive customer journey from initial contact through ongoing support
• Build and manage a team of account managers as necessary based on the commercial need and in alignment with the growth and objectives of the broader commercial team
• Identify service improvement and expansion opportunities to enhance customer experience and revenue growth
• Lead initiatives to streamline customer onboarding, optimize service touchpoints, and differentiate Agility’s Commercial Operations offerings
• Provide regular feedback and strategic insights to the Chief Business Officer on market trends, customer needs, and service evolution opportunities
• Develop and manage the Account and Commercial Operations operating budget
• Track financial and operational metrics related to services profitability and operational efficiency
• Implement resource planning models that balance operational delivery with financial targets
• Establish and maintain Commercial Operations metrics, customer health dashboards, and performance reports
• Lead process improvement and scalability initiatives to support Agility’s commercial growth
• Conduct competitive benchmarking to ensure Agility’s services remain best-in-class and market-aligned

Benefits

• 401(k) Plan: Includes a 6% company match
• Equity: Company stock options
• Insurance Coverage: 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees
• Benefit Start Date: Eligible for benefits on your first day of employment
• Well-Being Support: Employee Assistance Program (EAP)
• Time Off: Exempt Employees: Flexible, unlimited PTO and 10 company holidays, including a winter shutdown
• Time Off: Non-Exempt Employees: 10 vacation days, paid sick leave, and 10 company holidays, including a winter shutdown, annually
• On-Site Perks: Catered lunches twice a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations
• Parental Leave: Generous paid parental leave programs
• Work Environment: A culture that supports flexible work arrangements
• Growth Opportunities: Professional development and tuition reimbursement programs
• Relocation Assistance: Provided for eligible roles