Jasmine Lombardi’s leadership story is one shaped by more than 30 years of diverse experience across industries like insurance, finance, clinical trials, robotics, and beyond. From managing global product operations to driving customer success in cutting-edge automation, her path is rich with lessons in adaptability, collaboration, and resilience.
One of her first defining moments came as a Program Manager at PAREXEL International in 2005. Tasked with leading a global initiative to implement a time-tracking web application for over 6000 employees, contractors and agency temporaries globally —a project that had been written off as impossible—Jasmine and her team defied expectations. With strong support from management and a dedicated engineering team, they completed the project ahead of schedule and under budget. “Never, Never, Never Give Up,” reads a plaque she was given to commemorate this effort, a mantra that still drives her approach today. This early success highlighted for Jasmine the immense power of cross-functional teamwork and the importance of adaptability and grit.
Her career has never been confined to a single industry or role. Moving from software design and development to consulting and customer service, she developed a unique perspective on what makes organizations tick. Every shift, Jasmine reflects, refined her adaptability and deepened her appreciation for the nuances of different business cultures. These transitions weren’t just professional moves—they were opportunities to learn, collaborate, and drive value in fresh ways.
At Locus Robotics, where Jasmine has led and scaled a global Customer Success team of over 110 people, she’s instilled a culture rooted in empowerment, accountability, and continuous growth. “We’ve created a culture grounded in strong relationships, open communication, transparency, and mutual respect,” she shares. For Jasmine, leadership is about nurturing a team that views setbacks as stepping stones, embraces change, and prioritizes both customer and team innovation.
Guiding her team through challenges like the economic downturns of the early 2000s, the global COVID-19 pandemic, and the rapid technological evolution in robotics and AI hasn’t been easy. Yet, it’s during these times that Jasmine’s principles—integrity, empathy, and transparency—have become most crucial. These experiences cemented her understanding that a steady and empathetic leadership style is key, even in times of uncertainty.
Jasmine credits her roles at companies like Barracuda Networks, Aspen Technology, and Prospero Technologies for building the foundation of her leadership philosophy. At Barracuda, she learned the value of agility in the fast-paced tech world, a skillset that’s proven invaluable in the dynamic robotics sector. Aspen Technology reinforced the importance of strategic alignment and scalability, while Prospero Technologies taught her the art of strong customer relationships and engagement.
These experiences exposed Jasmine to a wide range of company sizes, challenges, and customer needs. She learned to navigate the demands of both enterprise-level clients and smaller operations, equipping her to lead effectively at Locus. “Working across these companies honed my adaptability and strategic thinking,” she notes. This ability to shift gears seamlessly and connect with customers on all levels has been instrumental as Locus scales and thrives in a competitive market.
Today, as Chief Customer Officer at Locus Robotics, Jasmine focuses on building strong relationships and fostering a culture of continuous improvement. She believes in a customer-first approach, ensuring that Locus’s technology not only meets but anticipates customers’ needs. “Safety is a cornerstone of our automation efforts,” she emphasizes, “and we prioritize it in every implementation to ensure smooth integration with customer workflows.”
Ultimately, Jasmine’s vision for customer success is about collaboration and long-term impact. She aims to make every customer feel like a true partner in the innovation process, reinforcing Locus Robotics’ position as a trusted leader in the world of automation and human collaboration. By fostering a culture that thrives on problem-solving and anticipates future needs, Jasmine ensures her team is always ready to drive excellence in this rapidly evolving industry.
Driving Success with a Customer-First Culture
Fostering a customer-first culture at Locus Robotics isn’t just a strategic initiative—it’s the very foundation of the company’s success. Jasmine has been instrumental in this mission, ensuring that every facet of the organization is aligned toward one unified goal: maximizing customer value throughout their entire journey with Locus Robotics. “Our success hinges on keeping every team—from product management and engineering to sales and customer success—connected to our customers’ feedback, needs, and goals,” she explains. This tight alignment ensures everyone is laser-focused on delivering solutions and services that drive meaningful results for customers.
Building such a culture begins with instilling a sense of empathy, continuous improvement, and proactive problem-solving within her team. Jasmine champions an environment where employees are encouraged to grow, hone their skills, and share valuable insights, all while striving to find new ways to enhance Locus Robotics’ offerings. This focus on growth isn’t just about internal development; it directly translates into better support and innovative solutions for customers.
A cornerstone of this customer-first strategy is the robust voice-of-customer program. Through this initiative, Locus Robotics actively listens and responds to feedback, making sure customer input informs decisions at every level of the company. Jasmine notes, “When we listen attentively and act on what we hear, we prove to our customers that their success is our priority.” This commitment builds trust, fosters long-term partnerships, and sets Locus apart as a leader in collaborative robotics.
Jasmine also prioritizes a proactive approach to problem-solving. She encourages her teams to anticipate issues before they emerge, which allows Locus Robotics to optimize operations and preempt challenges, saving customers time and resources. More than that, her teams work to understand customers’ operations comprehensively, often going beyond the immediate technology to become trusted advisors who add value across the board.
“Understanding our customers’ unique workflows and providing tailored, consultative support has been critical,” Jasmine says. This strategic focus not only boosts customer loyalty but also reinforces Locus Robotics’ reputation as a partner that invests in understanding and supporting broader goals. The result? A stronger company driven by trust and continuous growth.
Navigating Challenges in Robotics with a Customer-First Approach
In the fast-paced world of robotics and automation, balancing rapid technological advancements with evolving customer needs is no small feat. Jasmine, with her extensive experience as Chief Customer Officer at Locus Robotics, knows this firsthand. From navigating high expectations to driving change management, she’s mastered the art of proactive customer engagement. “Our customers often find comfort in their existing environments, so we must demonstrate the value of change while being empathetic and supportive throughout the transition,” she explains.
To address resistance to new technologies, Jasmine has built a comprehensive, proactive strategy centered on strong listening skills and transparent communication. She emphasizes the importance of collaboration and education, helping customers grasp the tangible benefits of Locus Robotics’ solutions. This approach not only reassures clients but also positions the company as a trusted partner in their transformation. By aligning Locus Robotics’ offerings with customers’ ROI and business objectives, the company consistently delivers results that highlight the value of their technology.
Managing high expectations is another challenge that Jasmine meets head-on. In the high-stakes world of global fulfillment, she fosters a culture that prioritizes deep customer engagement, continuous support, and proactive problem-solving. As Locus Robotics expands to over 300 deployment sites worldwide, Jasmine has made scalability a key focus. Her investment in training, standardized processes, and technology ensures that her team can deliver high-quality support, no matter where customers are located.
Through her multi-faceted approach, Jasmine has turned challenges into opportunities. By listening carefully, acting strategically, and fostering a customer-first culture, Locus Robotics has solidified its status as a leader in customer-focused automation.
Staying Ahead with Continuous Innovation
In an industry defined by relentless innovation, staying ahead of customer expectations requires more than just cutting-edge technology. Jasmine understands this well. As Chief Customer Officer at Locus Robotics, she’s cultivated a multi-faceted approach that not only keeps the company at the forefront of warehouse automation but also continuously delivers transformative value to clients.
Central to this approach is active listening. “We make it a priority to understand our customers’ evolving needs and challenges,” Jasmine shares. This means collecting and acting on feedback while staying informed of broader industry trends and emerging technologies. By combining these insights, Locus Robotics ensures its solutions remain relevant and forward-thinking.
Collaboration also plays a critical role. Jasmine encourages brainstorming sessions among teams to explore customer problems from different angles, often leading to creative, tailored solutions. The result? A culture where innovation thrives, driven by both external insights and internal ingenuity. This dedication to innovation enables Locus Robotics to exceed customer expectations time and time again.
Creating a Unified Vision for Customer Success
To integrate customer success with core functions like engineering, sales, and product development at Locus Robotics, Jasmine focuses on fostering a collaborative, data-driven culture. Regular cross-functional meetings are a staple of her strategy, providing a forum to review challenges, share customer feedback, and align priorities. This ensures every department remains connected to customers’ evolving needs.
“We leverage data from support cases, surveys, and direct customer interactions to inform our decisions,” Jasmine explains. By collaborating closely with teams like engineering and product management, her department can address not only immediate concerns but also improve overall offerings. This structured approach ensures continuous improvement and creates a feedback loop that keeps the company responsive and agile.
Transparency with customers is equally important. Jasmine emphasizes the need to keep customers informed about ongoing work and improvements, reinforcing Locus Robotics’ commitment to their success. Internally, she hosts regular training and knowledge-sharing sessions, bringing in cross-functional teams to keep everyone aligned and informed.
This cohesive, transparent approach ensures that customer success isn’t siloed but integrated deeply into Locus Robotics’ operations, driving the company forward and enhancing its impact in the world of automation.
Looking to the Future of Robotics and Customer Success
Jasmine sees a future rich with emerging trends in customer success and robotics, poised to redefine industry standards. One of the most significant developments she identifies is the growing influence of data and predictive analytics. “With robotics solutions generating vast amounts of data, the ability to analyze this information in real-time will allow us to predict and proactively address customer needs,” she explains. The company recently launched LocusHub, featuring cutting-edge analytics tools and data-driven capabilities designed to optimize customer operations and address challenges before they arise.
Jasmine emphasizes the pivotal role of AI, machine learning, and advancements in sensor technology that promise to revolutionize automation. From enhancing operational efficiency to reducing the need for manual intervention in critical tasks like automated picking, these technologies are driving a new era of accuracy and productivity. To remain at the forefront of innovation, Locus Robotics is collaborating closely with engineering and product development teams, integrating these advancements into their Autonomous Mobile Robots (AMRs). The result is a suite of solutions finely tuned to meet and exceed the evolving expectations of their customer base.
Another trend Jasmine foresees is the rising demand for hyper-personalization in the warehouse automation industry. Companies want customized solutions that cater to their unique processes and workflows. Addressing this need, Locus Robotics has developed LocusONE, a flexible platform that allows for the seamless configuration of AMRs and support systems. This adaptability ensures that every client’s specific needs are met with precision. “We’re committed to fine-tuning our solutions to each customer’s exact requirements,” says Jasmine.
Equally transformative is the shift toward proactive, consultative partnerships in customer success. Businesses are increasingly seeking trusted advisors who can guide them through technological shifts and maximize their automation investments. Locus Robotics is building a customer success team that goes beyond traditional support, offering strategic insights to help clients adapt to change, build resilience, and secure long-term value. Jasmine is clear: “By embracing these trends—AI, machine learning, improved robotics capabilities, and proactive partnerships—Locus Robotics is setting new benchmarks for success in warehouse automation.”
Jasmine’s vision extends beyond technological advancements; she hopes to leave a lasting legacy in the industry. Recognized as one of the most influential Chief Customer Officers of 2024, she champions customer success as a strategic driver of business growth and innovation. She believes that CS functions should evolve from reactive support roles into proactive partners, unlocking value for customers in ways that extend beyond mere troubleshooting. Her passion for customer empowerment is evident: “I’m passionate about showing how customer success can become a proactive partner, helping customers unlock the full potential of their investments and adapt to future challenges.”
Her journey as an Asian, female leader in the predominantly male-dominated fields of logistics and technology has also shaped her mission. Jasmine aspires to inspire underrepresented groups to pursue leadership roles, advocating that hard work and self-belief can open doors, regardless of background. “I want to show that paths can be created for all, no matter where you come from,” she says, offering a message of empowerment and inclusivity.
Jasmine is equally committed to human-centered technology. She has witnessed how Locus Robotics’ solutions reduce the physical demands placed on warehouse associates, enabling them to work with greater ease and leave their shifts with more energy for life beyond work. “Technology can be both empowering and human-centered,” she notes, emphasizing that the company’s advancements are designed with people’s well-being in mind.
Paving the Way for Locus Robotics’ Future
Looking ahead, Jasmine envisions significant growth for Locus Robotics. Over the next five years, she aims to scale global operations, deepen customer partnerships, and lead innovation in warehouse automation. Her vision centers on making Locus an essential partner for businesses aiming to optimize efficiency, safety, and productivity in increasingly demanding fulfillment environments. Achieving this requires a robust, well-supported Customer Success organization, capable of delivering unparalleled service and insights on a global scale.
“We’re focused on solving more challenges for our customers and addressing their evolving needs,” Jasmine shares. This includes ensuring that Locus Robotics not only delivers a high return on investment but also creates technology that enhances the work experience for warehouse associates. The well-being and efficiency of these associates remain at the heart of Locus’s mission. As their solutions expand internationally, Jasmine is dedicated to building a workplace culture at Locus where employees feel motivated, engaged, and equipped for success.
Scaling the Customer Success organization is a strategic priority. Jasmine plans to strengthen voice-of-customer programs to capture vital feedback that drives forward-looking innovation. This approach will allow Locus Robotics to stay agile and responsive, aligning product and service offerings with real-world customer needs. Collaboration is key: “I see my role as pivotal in aligning cross-functional teams to keep us agile and customer-centered,” she states.
By championing proactive customer partnerships and harnessing the power of cutting-edge technology, Jasmine Lombardi is confident that Locus Robotics will continue setting the industry standard. Her legacy promises to be a blend of strategic leadership, a commitment to ethical and human-centered technology, and a vision of customer success as a force for positive industry change.
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