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-Haves Experience 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.