Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving - from order to cash, procure to pay, and everywhere in between. Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain. Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.
The Opportunity
Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team.
What You'll Do
▸ Incident Leadership & Command
▸ • Lead P1/P2 incidents as incident commander, driving structured and timely resolution
▸ • Make real-time decisions during escalations and guide the team clearly
▸ • Ensure strong communication cadence and stakeholder confidence
▸ ✅ Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback
▸ Advanced Troubleshooting & Problem Solving
▸ • Handle highly complex issues across EDI/API/SFTP ecosystems
▸ • Perform deep RCA with clear root cause and preventive actions
▸ • Solve ambiguous problems by connecting patterns across systems
▸ ✅ Measure: repeat issue reduction, RCA quality score, first-time resolution rate
▸ Team Oversight & Delivery Assurance
▸ • Oversee queue health, workload distribution, and SLA adherence
▸ • Actively intervene where tickets stall or risk SLA breaches
▸ • Ensure no missed alerts or orphaned tickets
▸ ✅ Measure: SLA adherence %, backlog aging, queue hygiene
▸ Backlog Governance & Improvement
▸ • Lead backlog reviews and action plans
▸ • Identify systemic issues and ensure end-to-end closure of fixes
▸ • Improve team-wide ticket quality through continuous feedback
▸ ✅ Measure: backlog reduction trends, ticket audit scores, issue recurrence rate
▸ Coaching & Capability Building
▸ • Mentor engineers on troubleshooting, incident handling, and RCA quality
▸ • Act as the first point of escalation for technical guidance
▸ • Uplift overall team capability through structured feedback
▸ ✅ Measure: team skill progression, reduction in dependency/escalations
▸ Automation & Process Leadership
▸ • Drive improvements in:
▸ o Alert tuning
▸ o SOP maturity
▸ o Auto-resolution opportunities
▸ • Contribute ideas toward AI-driven and automation-led operations
▸ ✅ Measure: automation ideas implemented, noise reduction metrics
What You Bring Required
▸ Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
▸ Good understanding of ANSI X12 and EDIFACT standards.
▸ Experience with XML, flat files and spreadsheets.
▸ Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.
▸ Team player with good written and verbal communication skills.
▸ Analytical and problem-solving skills.
Preferred
▸ Experience in B2B/EDI Support role
▸ Experience in Cleo Products
Skills Required
- Experience with EDI mapping, including EDI to XML and EDI to flat file
- Understanding of ANSI X12 and EDIFACT standards
- Experience with XML, flat files, and spreadsheets
- Experience with AS2, FTP/FTPS, SFTP, and HTTP/HTTPS transfer protocols
- Strong written and verbal communication skills
- Analytical and problem-solving skills
- Experience in a B2B or EDI support role
- Experience with Cleo products
What the Team is Saying
Cleo Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical, dental, vision, life insurance, and mental‑health support. This breadth indicates strong core health protections.
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Parental & Family Support — Parental and family support is portrayed as substantial, with generous paid leave for primary and secondary caregivers and family-related benefits. Caregiver-focused programs and childcare support are also noted.
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Retirement Support — Retirement benefits are characterized as solid, with company matching for pension/401(k) referenced publicly. Historical materials also point to a strong match for U.S. employees.
Cleo Insights
What We Do
Join. Grow. Lead the Future of Supply Chain. At Cleo, we don’t just integrate supply chains—we orchestrate them. As the pioneer and global leader of the Supply Chain Orchestration software category, Cleo is helping thousands of companies around the globe drive transformation, deliver excellence, and shape the future of their global operations. Whether you're joining us from outside or growing within, Cleo is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth. Why Join Us? Strategic Influence: Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide. Innovation-Driven Culture: Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges. End-to-End Visibility: Lead across planning, sourcing, logistics, and fulfillment—connecting dots others can’t see. Sustainability at the Core: Help build ethical, transparent, and sustainable supply chains that make a difference. Why Grow with Us? Leadership Development: Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career. Internal Mobility: We prioritize internal talent—your next big opportunity could be just one conversation away. Recognition & Impact: Your ideas matter. Your leadership is visible. Your success is celebrated. Inclusive Community: Thrive in a diverse, collaborative environment where every voice is heard and respected. Our Promise We are a top talent destination for supply chain leaders technology who want to make bold moves, solve real-world problems, and grow without limits. Whether you’re stepping into your first leadership role or scaling new heights, your journey starts here. Cleo … never stops
Why Work With Us
Cleo’s people share a genuine respect for each other and for the future we’re helping our customers to create. Beyond guiding how we act, and more important than driving us to deliver solutions that help our company and our customers succeed, our core focus on Appreciation creates something even more essential, for everyone: enduring value.
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Cleo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
