Director, Account & Commercial Operations

Agility Robotics is a pioneer. Our robot, Digit, is the first to be sold into workplaces across the globe. Our team is differentiated by its expertise in imagining, engineering, and delivering robots with advanced mobility, dexterity, intelligence, and efficiency -- robots specifically designed to work alongside people, in spaces built for people. Every day, we break through engineering challenges and invent new solutions and capabilities that will one day make robots commonplace and approachable. This work is our passion and our responsibility: our mission is to make businesses more productive and people’s lives more fulfilling.

About the Role

The Director, Account and Commercial Operations is responsible for leading the execution, quality, and growth of Agility Robotics' customer-facing programs post-sale. This role oversees account management operations, commercial delivery operations, and customer satisfaction initiatives, ensuring a high-quality experience that drives customer retention, expansion, and long-term commercial success.

This leader works cross-functionally with sales, marketing, customer success, and operations teams to align service execution with broader strategic and revenue goals.

 

About the Work

• Leadership and Operational Oversight
• 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.

• Account and Relationship Management
• 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.

• Strategic Planning and Commercial Growth
• 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.
  
  
• Financial and Resource Management
• 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.
  
  
• Performance Management and Process Improvement
• 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.
  
  

About You

• 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).
  
  

Competencies:

• Strategic Account and Customer Relationship Leadership
• Operational Execution and Service Delivery Excelle