Director of Robot Operations
Burro · Philadelphia, PA · onsite
USD 160,000 to 180,000 · period not stated
Responsibilities:
- 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
- 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
- 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