Director of Partner Success- USA
Who We Are:
Ocado Solutions is powering the future of online grocery through the Ocado Smart Platform (OSP), a world-leading, end-to-end solution combining advanced software, robotics, and logistics to enable highly automated customer fulfillment centers. We partner with major global retailers to transform their e-commerce and fulfillment operations at scale.
The Opportunity:
We’re looking for a Director of Partner Success (USA), to lead and scale Partner Success across a portfolio of North American partners. Reporting to the VP of Partnerships, USA, you’ll be accountable for driving operational excellence, efficiency gains, and long-term value for both Ocado and our partners.
You’ll lead and develop a team of Partner Success Managers (PSMs), act as an executive escalation point, and work closely with Account, Commercial, Technology, and Operations teams to ensure partners are realizing the full potential of OSP from pre-go-live through the full lifecycle of the partnership.What You’ll Be Responsible For:
Lead, coach, and develop a team of Partner Success Managers across the US
Own senior-level partner relationships and act as executive sponsor for key customers
Drive operational efficiency, productivity improvements, and cost reduction across partner operations
Shape, implement, and enforce scalable, robust partner success processes
Ensure partners are fully leveraging OSP capabilities across fulfillment, supply chain, last mile, and e-commerce
Lead and support successful platform launches, feature deployments, and operational go-lives
Work closely with Commercial Managers and Account Leads to prioritize growth and efficiency initiatives
Use performance data, insights, and trends to identify opportunities and drive measurable outcomes
Balance partner needs with contractual commitments and commercial outcomes
Collaborate cross-functionally across Ocado Technology, Program, and Operations teams
What We’re Looking For in You:
What You’ll Bring
Proven people-management experience, leading high-performing teams
Strong background in retail, grocery, logistics, or supply chain operations
Experience managing multiple complex initiatives in parallel
Excellent stakeholder management and relationship-building skills
Strong commercial awareness and business management capability
Strategic thinker with a continuous-improvement mindset
Comfortable operating in ambiguous, fast-moving environments
Confident communicator, including with senior and executive audiences
Bachelor’s degree or equivalent practical experience
Nice-to-HavesExperience in a client-facing or customer success organization
Familiarity with large-scale technology platforms or SaaS solutions
Experience with the Ocado Smart Platform or similar systems
Retail or grocery industry knowledge
Why You’ll Love Working Here:
Work with cutting-edge technology that is reshaping global grocery retail
Play a senior, visible role in strategic partner relationships
Competitive benefits package including 401k matching, free shares, and Sharesave
International travel opportunities
Employee Assistance Programs
A culture that values innovation, resilience, and continuous improvement
DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
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