Director of Robot Operations

Responsibilities:

Customer Impact & Escalation

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

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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

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

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

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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

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

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

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Coordinate the software deployment process across the fleet

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

Requirements:

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

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

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

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

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

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

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

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

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

Nice-To-Haves:

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Understanding of systems built in a ROS/ROS2 framework

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Comfortable debugging code written in C++ & Python

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

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Conversational Spanish

Perks

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

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401K Plan

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Early-stage equity

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Unlimited PTO

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Paid parental leave