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Head of Customer Experience
Nimble RoboticsSan Francisco, United Statesfull_timeVerifiedPosted 15 Oct 2025
About the role
About Nimble
Nimble is a robotics and AI company inventing and scaling autonomous logistics with intelligent robots to enable fast, efficient, and sustainable commerce. We’re developing generalized robot intelligence and building general-purpose mobile manipulator robots, the first in the world capable of performing all core warehouse functions. We've recently closed a $106M Series C funding round at a $1 billion valuation and we're continuing to grow our all-star team.
Our mission is to empower and inspire mankind to accomplish legendary feats by inventing robots that liberate us from the menial.
Our long-term vision is to invent the Autonomous Supply Chain – everything from the inside of factories and warehouses to your front door – using next-gen intelligent robotics to deliver faster, more efficient, and more sustainable commerce.
We were founded from the AI labs at Stanford and Carnegie Mellon. We’re backed by the World’s most prestigious investors and Nimble’s Board of Directors includes AI and robotics legends like like Marc Raibert (Founder of Boston Dynamics), Fei-Fei Li (Chief Scientist of AI at Google, Director of Stanford’s AI lab), and Sebastian Thrun (Founder of Google X, Waymo, Kitty Hawk, and Udacity)!
Join us to leave your mark on the future of robotics, AI, and logistics!
Link: Introducing Nimble – Intelligent Fulfillment Robots at Scale
Why Join Nimble?At Nimble, we are committed to building legendary products, a legendary team, and a legendary legacy. Join us and become part of an ambitious, humble, and resourceful culture where your work will leave a lasting impact on the future of robotics and commerce.
Nimble's Core Values:Be relentlessly resourceful - Challenge the status quo. Make the impossible, possible. Do whatever it takes.Be legendary - Be the best at whatever it is that you do. Leave your mark. Motivate and inspire others.Be humble - Leave your ego behind. Have a growth mindset. Learn and improve yourself every day.Be dependable - Take ownership and deliver. Be loyal to your team and Nimble's mission.
OverviewWe are seeking a Head of Customer Experience with deep expertise in warehouse operations and a passion for continuous improvement. This role bridges three key areas: customer experience, warehouse execution, and system development.The ideal candidate understands the flow of warehouse operations—from receiving and inventory management to order fulfillment and shipping—and uses that knowledge to deliver exceptional service to our customers. This role is responsible for investigating and resolving complex operational escalations that require deep analysis and cross-functional coordination. The ideal candidate can identify anomalies, uncover root causes, and implement improvements that strengthen accuracy, efficiency, and customer trust.
This role partners closely with our Operations, Product, Sales and Engineering teams to enhance our Warehouse Management System (WMS), ensuring the system supports operational excellence and a seamless customer experience.
Key Responsibilities- Lead the customer experience team in resolving escalated order, shipping, and fulfillment issues quickly and effectively.- Develop and implement processes to proactively communicate with customers about order status, delays, or exceptions.- Monitor customer feedback and identify recurring pain points to drive process or system improvements.- Collaborate with sales, logistics, and warehouse teams to ensure end-to-end customer satisfaction.- Communicate investigation outcomes, contributing factors, and follow-up actions to internal and external stakeholders.
Warehouse Operations Partnership- Act as the liaison between customer success and warehouse operations aligning daily priorities and capacity with customer expectations.- Analyze fulfillment performance and work with warehouse leadership to improve speed, accuracy, and quality.- Participate in daily or weekly warehouse operations reviews to provide customer-centric insight and data on fulfillment quality and issue trends.- Support training initiatives that improve coordination between customer success and operations t
Nimble is a robotics and AI company inventing and scaling autonomous logistics with intelligent robots to enable fast, efficient, and sustainable commerce. We’re developing generalized robot intelligence and building general-purpose mobile manipulator robots, the first in the world capable of performing all core warehouse functions. We've recently closed a $106M Series C funding round at a $1 billion valuation and we're continuing to grow our all-star team.
Our mission is to empower and inspire mankind to accomplish legendary feats by inventing robots that liberate us from the menial.
Our long-term vision is to invent the Autonomous Supply Chain – everything from the inside of factories and warehouses to your front door – using next-gen intelligent robotics to deliver faster, more efficient, and more sustainable commerce.
We were founded from the AI labs at Stanford and Carnegie Mellon. We’re backed by the World’s most prestigious investors and Nimble’s Board of Directors includes AI and robotics legends like like Marc Raibert (Founder of Boston Dynamics), Fei-Fei Li (Chief Scientist of AI at Google, Director of Stanford’s AI lab), and Sebastian Thrun (Founder of Google X, Waymo, Kitty Hawk, and Udacity)!
Join us to leave your mark on the future of robotics, AI, and logistics!
Link: Introducing Nimble – Intelligent Fulfillment Robots at Scale
Why Join Nimble?At Nimble, we are committed to building legendary products, a legendary team, and a legendary legacy. Join us and become part of an ambitious, humble, and resourceful culture where your work will leave a lasting impact on the future of robotics and commerce.
Nimble's Core Values:Be relentlessly resourceful - Challenge the status quo. Make the impossible, possible. Do whatever it takes.Be legendary - Be the best at whatever it is that you do. Leave your mark. Motivate and inspire others.Be humble - Leave your ego behind. Have a growth mindset. Learn and improve yourself every day.Be dependable - Take ownership and deliver. Be loyal to your team and Nimble's mission.
OverviewWe are seeking a Head of Customer Experience with deep expertise in warehouse operations and a passion for continuous improvement. This role bridges three key areas: customer experience, warehouse execution, and system development.The ideal candidate understands the flow of warehouse operations—from receiving and inventory management to order fulfillment and shipping—and uses that knowledge to deliver exceptional service to our customers. This role is responsible for investigating and resolving complex operational escalations that require deep analysis and cross-functional coordination. The ideal candidate can identify anomalies, uncover root causes, and implement improvements that strengthen accuracy, efficiency, and customer trust.
This role partners closely with our Operations, Product, Sales and Engineering teams to enhance our Warehouse Management System (WMS), ensuring the system supports operational excellence and a seamless customer experience.
Key Responsibilities- Lead the customer experience team in resolving escalated order, shipping, and fulfillment issues quickly and effectively.- Develop and implement processes to proactively communicate with customers about order status, delays, or exceptions.- Monitor customer feedback and identify recurring pain points to drive process or system improvements.- Collaborate with sales, logistics, and warehouse teams to ensure end-to-end customer satisfaction.- Communicate investigation outcomes, contributing factors, and follow-up actions to internal and external stakeholders.
Warehouse Operations Partnership- Act as the liaison between customer success and warehouse operations aligning daily priorities and capacity with customer expectations.- Analyze fulfillment performance and work with warehouse leadership to improve speed, accuracy, and quality.- Participate in daily or weekly warehouse operations reviews to provide customer-centric insight and data on fulfillment quality and issue trends.- Support training initiatives that improve coordination between customer success and operations t
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