The Role
Own the operations behind some of allwhere's most important customer relationships.
As a Senior Operations Specialist, Enterprise, you'll be the operational owner for a defined portfolio of enterprise accounts, knowing their programs, SLAs, workflows, and goals deeply and making sure the organization delivers against them.
You'll sit at the intersection of operations and customer experience, translating complex customer requirements into clear execution across Order Management, Supply Chain, Finance, Product, vendors, warehouses, and 3PL partners. You'll anticipate risks before they become customer issues, lead operational execution for high-touch programs, and serve as a trusted point of escalation when something needs to move.
This is a senior individual contributor role for an operator who can combine strong execution with judgment, customer awareness, and cross-functional leadership. The goal is not just to solve issues for important accounts, but to turn what we learn from them into better systems and scalable operating standards.
What You'll Do
- Enterprise Account Ownership: Serve as the operational DRI for a portfolio of enterprise accounts, developing deep knowledge of their programs, workflows, SLAs, stakeholders, and operational requirements.
- White-Glove Execution: Deliver high-touch operational experiences across executive onboarding, bespoke fulfillment, complex requests, and custom workflows, anticipating needs and risks before they surface.
- Enterprise Programs: Run large-scale programs end to end, including multi-site deployments, refresh cycles, retrievals, and other complex initiatives, coordinating the teams and partners required to deliver successfully.
- Operational Health & Risk: Monitor account execution closely, identify emerging risks and recurring issues, and drive them to resolution before they materially affect the customer relationship.
- Reporting & Insights: Own account-level operational reporting across SLA performance, fulfillment health, exceptions, and program execution, translating the data into clear insights and actions.
- Escalations: Act as a trusted operational escalation point for your accounts, bringing the right internal teams and external partners together to establish ownership, make decisions, and drive resolution.
- Cross-Functional Partnership: Partner closely with Enterprise, Account Management, Sales, Customer Experience, Finance, Supply Chain, and Product to keep teams aligned on account priorities, risks, and customer requirements.
- Process & Scalability: Codify successful enterprise workflows, identify opportunities for standardization, and help translate bespoke customer requirements into repeatable processes, automation, AI, and product improvements.
What You'll Bring
- 3+ years of experience in operations, account operations, customer success, program management, or a related function, ideally in logistics, supply chain, IT, SaaS, or another operationally complex environment
- A track record of owning strategic or enterprise customer relationships as the operational point person for demanding stakeholders
- Experience coordinating complex programs across multiple internal teams, external partners, or geographies
- Strong experience managing SLAs, escalations, exceptions, and customer-impacting operational issues end to end
- Strong customer instincts with the judgment to balance individual account needs against scalable operational processes
- Excellent written and verbal communication, including the ability to communicate clearly with senior customer and internal stakeholders
- Data fluency and comfort building, reading, and using operational reporting to identify risk and drive action
- High ownership, strong attention to detail, and composure in a fast-paced and evolving environment
Bonus
- Experience supporting large enterprise customers with complex or customized operating requirements
- Experience presenting to or aligning VP, COO, or executive-level stakeholders
- Familiarity with Airtable, Sigma, ERP, ticketing, or similar operational and reporting systems
- Background in IT asset management, device lifecycle management, procurement, or global logistics
- Experience operating across multiple countries, vendors, warehouses, or 3PL networks
Why Join allwhere
- Own the operational experience behind some of allwhere's most important customer relationships
- Work across complex global programs with significant visibility across the business
- Help define how allwhere serves increasingly large and sophisticated enterprise customers
- Turn customer complexity into better processes, systems, and products as the company scales
Job Title: Senior Operations Specialist, Enterprise
Location: New York, NY
Company: allwhere
Salary: $75,000-$95,000
