At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses. The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity. Who We Are We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully. The Merchant Success Lead owns the health, reliability, and growth of Serve’s merchant portfolio across third-party delivery platforms such as Uber and DoorDash. This role is accountable for merchant performance outcomes and defines the strategy, processes, and standards that drive retention, satisfaction, and order volume at scale. The Merchant Success Lead partners cross-functionally with Business Development, Operations, Product, and platform partners to solve systemic issues, influence roadmap decisions, and build scalable solutions that strengthen merchant performance and long-term partnerships. JOB DUTIES - Own end-to-end performance of Serve’s merchant portfolio, with accountability for merchant health, retention, reliability, and revenue growth across all supported delivery platforms - Lead the full merchant lifecycle strategy including onboarding, activation, engagement, and renewal, ensuring merchants successfully adopt and scale Serve’s delivery capabilities - Act as the primary point of contact for high-value and strategic merchants, building executive-level relationships and managing complex escalations with a focus on long-term solutions - Identify and resolve systemic issues impacting merchant performance, partnering with Operations, Product, Support, and Engineering to implement scalable fixes rather than one-off solutions - Translate merchant insights and performance data into actionable recommendations, influencing product, operational, and partnership decisions - Drive performance reviews and growth planning with key merchants, using data to identify opportunities to increase order volume, engagement, and retention - Own cross-platform coordination with partners such as Uber and DoorDash, aligning on merchant initiatives, resolving escalations, and advancing joint programs - Define and scale merchant success playbooks and operating standards, including onboarding, support, promotions, and issue resolution, to improve consistency and efficiency - Monitor and analyze portfolio-level performance trends, proactively identifying risks and opportunities and driving action across stakeholders - Lead strategic initiatives such as new market launches, platform integrations, and growth programs that expand and strengthen Serve’s merchant network - Mentor and elevate Partnership Managers and Associate Partnership Managers, providing guidance, sharing best practices, and improving team performance EXPERIENCE, QUALIFICATIONS, & SKILLS Required Experience, Qualifications, and Skills - 8+ years of experience in merchant success, account management, partnerships, operations, or related roles - Experience working with marketplace platforms, delivery platforms, or partner ecosystems - Demonstrated ability to manage complex stakeholder relationships and resolve operational challenges - Strong analytical skills with the ability to interpret performance metrics and identify business insights - Excellent communication and relationship management skills with the ability to engage internal and external partners - Experience using CRM or support platforms such as HubSpot, Zendesk, or similar tools - Ability to manage multiple priorities in a fast-paced environment - Ability to travel up to 25% for merchant meetings, field visits, and partner engagements What makes you stand out - Experience working in last-mile delivery, food tech, logistics, or marketplace environments - Experience supporting merchant or partner success programs at high-growth startups or scale-ups - Demonstrated experience building operational playbooks, SOPs, or partner enablement programs - Experience collaborating directly with platform account teams such as Uber, DoorDash, or similar marketplaces - Experience working cross-functionally with product and engineering teams to improve partner-facing tools or processes

• Design and execute integrated digital engagement campaigns that support onboarding, adoption, product utilization, lifecycle milestones, renewal readiness, and expansion awareness. • Own campaign strategy, planning, execution, and optimization across email, in-app, and other digital channels aligned to Customer Success priorities. • Build and maintain scalable lifecycle programs and campaigns based on customer segments, usage signals, and success milestones. • Partner with Customer Success, Product Marketing, Sales, and Support to align messaging, timing, and targeting across the post-sale customer programs. • Engage Marketing and Success Operations teams to execute and report on the programs. • Implement and optimize lead and engagement flows to ensure the right customers receive the right messages at the right time. • Leverage account-based and segment-based strategies to support high-value customers and strategic initiatives. • Track, analyze, and report on engagement performance, adoption indicators, and lifecycle impact; continuously refine programs based on insights. • Serve as a subject-matter expert on Customer Success digital engagement best practices, tools, and measurement.

TITLE: Customer Experience Manager REMOTE ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Customer Experience Manager is responsible for designing, delivering, and overseeing training, onboarding, and development programs that enable operational excellence across American Expediting’s workforce. This includes direct employees, independent contractors, vendors, brokers, and business partners. This role is hands-on and highly collaborative, requiring close work with operations, warehouse teams, commercial teams, IT, and customer success to ensure workforce readiness and consistent execution of customer requirements. The position is strategic yet execution-focused, with a particular emphasis on healthcare and life sciences customers, including Next Flight Out (NFO) and radiopharmaceutical logistics. REPORTS TO: Vice President of Customer Experience RESPONSIBILITIES: Training Strategy & Program Leadership - Develop and execute enterprise-wide training strategies that support onboarding, operational training, and continuous learning across all business units - Oversee training for employees, contractors, vendors, brokers, and agents - Design and deliver standardized programs including: - New hire onboarding - Operations and dispatch training - Customer service capability development - Vendor and agent onboarding - New manager training - Customer-specific SOP training - Ensure programs promote operational consistency, safety, compliance, and service excellence - Utilize the company Learning Management System (LMS) for training content development, deployment, and maintenance - Drive adoption of standardized procedures, error-proofing practices, and continuous improvement initiatives Systems Training & Operational Enablement - Lead training for operational and customer-facing platforms including: - Order processing systems - Dispatch and transportation management systems - Vendor and agent management platforms - Driver mobile applications - Customer Relationship Management (CRM) systems - Partner with operations, IT, and customer experience teams to support system rollouts, updates, and process changes - Develop role-based system training, job aids, and operational guides to improve adoption and reduce errors Customer Onboarding & Healthcare Enablement - Support onboarding of new healthcare and life sciences customers, ensuring operational readiness and training completion - Ensure employees, partners, and vendors are trained on customer-specific SOPs and compliance requirements - Enable workforce capability to support Next Flight Out (NFO) shipments and radiopharmaceutical logistics - Collaborate with customer implementation teams to ensure a successful operational launch Training Performance & Metrics - Track and report training effectiveness through defined KPIs and LMS reporting. - Monitor operational performance impacted by training, including: - On-time service performance - Job documentation quality - Customer complaints and escalations - CAPA and error trends - Identify capability gaps and improvement opportunities; implement corrective actions - Communicate training outcomes, risks, and recommendations to leadership Cross-Functional Partnership - Build strong relationships with operations, warehouse, and commercial teams to align training programs with business outcomes - Serve as a liaison between field operations and corporate teams to ensure training supports customer success and operational excellence - Identify risks, operational challenges, and opportunities for improvement, providing leadership reporting on workforce capability and training impact - Champion a culture of continuous learning, accountability, and operational rigor MINIMUM QUALIFICATIONS: - Bachelor’s degree in Business, Supply Chain, Logistics, Operations, or related field; Master’s preferred - 7+ years designing and delivering training programs within operations, logistics, transportation, or service environments - 3–5 years leading a training function or team, ideally in operations-focused environments. - Hands-on experience implementing operational processes and collaborating with field teams to drive measurable results - Preferred Systems Experience: Freshdesk, Dispatch Science, Extensive, HubSpot KNOWLEDGE, SKILLS & ABILITIES: - Expertise with Learning Management Systems (LMS), including content development, deployment, and reporting - Strong understanding of transportation, dispatch, and operational workflows - Ability to translate complex operational processes into practical, effective training programs - Strong analytical skills, including training effectiveness measurement and operational KPIs - Excellent communication, facilitation, and presentation skills - Proven ability to influence and drive results through cross-functional collaboration - Highly organized, action-oriented, and detail-driven - Deep operational awareness and business acumen - Comfortable engaging hands-on in field operations and with customers to ensure training effectiveness American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors and customers.

• Responsible for the success of our clients • Understand clients' businesses • Develop digital marketing strategies to ensure success