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Osmo is a digital olfaction company developing AI/ML-powered technology to give computers a sense of smell, with applications across fragrance, manufacturing, security, medicine, and other industries.
This role owns the critical handoff between customer onboarding and manufacturing execution. You'll serve as the primary operational point of contact for customers post-launch, ensuring that projects move smoothly from creative work through production, fulfillment, and deployment. You'll coordinate across Manufacturing, Procurement, Product Development, Quality, and Delivery teams, keeping everyone aligned on customer commitments and timelines.
Key responsibilities include:
- Serving as the primary operational contact for assigned customers, providing proactive updates and building trust
- Tracking material availability, fragrance readiness, packaging readiness, and production milestones
- Keeping manufacturing priorities synchronized with customer promises and deployment schedules
- Managing orders end-to-end from operational handoff through fulfillment, including schedule changes and modifications
- Driving cross-functional execution and holding teams accountable to commitments
- Running escalation discussions and execution reviews when milestones or expectations are at risk
- Identifying operational risks early and coordinating mitigation plans
- Supporting oil shipment planning and coordination
- Improving systems, tools, and workflows to increase visibility and scalability
This is a hybrid customer-facing and operations role—not a pure customer-success seat or pure production seat, but both. You'll need to understand fragrance production and manufacturing sequencing well enough to make real operational calls, not just relay updates.
Osmo is headquartered in Elizabeth, NJ, with an additional office in Somerville, MA. The company provides complimentary shuttle service from Brooklyn and Newark, NJ.
Requirements:
- 8+ years of experience in customer success, operations, manufacturing coordination, supply chain, or project management, ideally in the fragrance and flavor industry
- Experience supporting customer-facing programs in manufacturing, consumer products, fragrance, or industrial environments
- Tenacious about tracking and closing loose ends across procurement, production, and customer communication
- Strong cross-functional communication and stakeholder management skills, with good judgment on escalation
- Genuine curiosity about how products are made and willingness to understand production details
- Strong organizational and project management skills to manage multiple customer programs simultaneously
Stand-out qualifications:
- Contract manufacturing experience
- Production planning, order fulfillment, or S&OP process fluency
- Hands-on experience with ERP, CRM, and project management systems
- Prior product launch or customer deployment program support
