SKUTOPIA is on a mission to democratise and decarbonise logistics.
SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.
Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.
Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney’s first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.
As Senior Customer Operations Manager, you will be the technical expert and operational partner for SKUTOPIA's most complex and strategic merchants. While the Senior Customer Success Manager owns the overall relationship and commercial success, you will own the technical delivery and operational performance that makes that success possible.
You'll lead complex integrations, go-lives, and ongoing optimisation, acting as the bridge between merchants, warehouse operations, engineering, and product teams. This is a high-impact, hands-on role for someone who loves solving hard operational and technical problems in a fast-moving 3PL environment.
You will work closely with the Senior CSM, Operations, and Tech Team. The Senior CSM brings business context and commercial goals; you translate those into technical execution and operational wins. You jointly own merchant health and success, with clear hand-offs and shared accountability.
How your time is typically split
Implementation & go-lives 60% | Critical escalations / Projects 30% | Account Management 10% |
*During active merchant onboarding periods, implementation work increases significantly. This split reflects the current state of operations.
Key responsibilities
- Lead complex technical onboarding and go-live projects (Shopify, ERP/WMS, carrier integrations, robotics workflows, inventory sync).
- Design and optimise fulfilment operations — shipping rules, allocation logic, exception handling, and automation.
- Own technical and operational escalations end-to-end, driving root-cause resolution with Ops, Engineering, and Product.
- Deliver hands-on operational consulting to help merchants scale efficiently with our robotics and platform.
- Work in close partnership with Senior Customer Success Managers on joint account planning, QBRs, and success milestones.
- Mentor the broader CS team on technical matters and act as the internal go-to expert for complex issues.
- Feed merchant insights and product gaps back to Engineering and Product teams.
- Monitor technical adoption, performance metrics, and opportunities for optimisation.
What you'll work with
- AI-powered robotics fulfilment system
- Proprietary shipping orchestration and rules engine
- Shopify and major eCommerce platforms
- Carrier APIs, WMS tools, and real-time analytics dashboards
Requirements
- Strong experience in Customer Success, Solutions Engineering, Technical Account Management, Implementation, or 3PL Operations.
- Strong technical background with proven experience in API integrations, workflow automation, carrier integrations, or warehouse systems.
- Deep knowledge of eCommerce fulfilment, shipping, and logistics operations.
- Track record owning complex implementations and technical escalations.
- Excellent collaboration skills, able to work effectively with both technical and non-technical stakeholders.
- Strong communicator who can explain complex concepts clearly to merchants and internal teams.
Nice-to-haves
- Experience in 3PL, logistics tech, or robotics/automation.
- Shopify certifications or advanced platform expertise.
- Background in fast-growing SaaS or scale-up environments.
What success looks like
- Merchants go live faster with higher adoption and fewer issues.
- Significant reduction in technical escalations and operational friction.
- Strong collaboration with Senior CSMs resulting in high merchant satisfaction, retention, and growth.
- You become the trusted technical advisor that both merchants and the internal team rely on.
What’s in it for you?
- Opportunity to work in a purpose-driven company shaping the future of logistics
- See the impact of your work
- Competitive salary and benefits package
- A fun, lively and dynamic work environment
- A supportive and inclusive workplace that values your voice to support innovation, collaboration, and personal development
- Being a part of a company that deeply values our culture and our people
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