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