Director of Robot Operations

Responsibilities:

Customer Impact & Escalation

- Drive customer utilization and ROI by building a team that responds quickly and, increasingly, proactively, anticipating issues before customers report them

- Serve as the internal voice of the customer and the escalation point for high severity or high visibility issues, ensuring engineering and product priorities reflect real field impact

Fleet Health & Diagnostics

- Monitor fleet wide utilization, uptime, and diagnostic health, identifying trends across machines, regions, and customer segments

- Analyze diagnostic data to define control limits and drive pre-emptive corrective action, translating customer sentiment and field quality data into actions

- Cluster and prioritize failure modes for engineering, holding the team accountable for timely resolution, and use fleet wide data to influence the engineering roadmap

Scaling Strategy, Process & Tools

- Build the strategy, processes, systems, and tools that let each Robot Support engineer support 500+ robots, a major scale up from current ratios

- Develop and execute a plan to outsource portions of support to Dealer teams and third party providers, including training, documentation, and quality oversight

- Coordinate the software deployment process across the fleet

- Hire, coach, and grow the Robot Support team as it scales alongside the fleet

Requirements:

- B.S. in Computer Science, Electrical Engineering, Robotics, or a closely related field

- 10+ years of relevant experience in robotics, technical support, or fleet operations/management, including 5+ years leading a team

- Familiarity with autonomous mobility technology, such as computer vision, LiDAR, and other sensors, RTK GPS, electrical systems (including charging and batteries), mechanical systems

- Demonstrated experience building scalable support processes, tools, or outsourced/partner support models, especially processes built around Zendesk and utilizing various AI-enabled tools

- Exceptional responsiveness and communication skills; ability to excel at time-sensitive tasks and lead others through them

- Ability to think like the customer, prioritize issues, and influence others across engineering, product, and operations to bring issues to closure

- Experience debugging hardware and software, and coaching others to do the same

- Strategic vision to scale the function efficiently as Burro grows our fleet to the tens of thousands

- Experience utilizing Zendesk, Airtable, Formant, AWS, and/or other similar tools

Nice-To-Haves:

- Understanding of systems built in a ROS/ROS2 framework

- Comfortable debugging code written in C++ & Python

- Familiarity with electrical and mechanical repairs processes and tools (splicing, soldering, motor/gearbox diagnostics and repair, etc.)

- Conversational Spanish

Perks

- Competitive salary and benefits package (medical/dental/vision)

- 401K Plan

- Early-stage equity

- Unlimited PTO

- Paid parental leave