Robot Operations Center (ROC) Manager

JOB SUMMARY 

We are seeking a Robot Operations Center (ROC) Manager to join our team as part of our Humanoid product ecosystem. As the ROC Manager at Apptronik, you will be responsible for monitoring daily robot and system operation, responding to system issues at both Apptronik and customer facilities. This role is primarily focused on maintaining high uptime on robotic systems by responding to fleet issues, tracking fleet performance, and training other team members. You will work closely with cross-functional teams providing feedback on how to implement this new system, improve the design, and integrate it with various other technologies 

ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES 

• Be the first line of defense for all robot or system issues at Apptronik and customer sites
• Develop requirements for a high-performing operations center and build a team to implement it
• Staff a first ever Robot Park with tele-operators focused on data collection
• Report daily status of robots and connected equipment (at Apptronik and customer sites)
• Document processes, work instructions, user manuals, troubleshooting guides, knowledgebase articles, FAQ’s, training plans, and any other materials needed to maximize system uptime
• Create status reports, dashboards, Pareto charts, and other analyses to show key metrics  
• Record and document system performance, issues, and suggestions for improvement
• Define requirements, prioritize tasks, and ensure timely customer support in close partnership with product and program management
• Collaborate with product, project, and engineering teams to support the design, champion best practices, and implement scalable and resilient systems
• Work directly with customer representatives to resolve issues and receive feedback
• Manage all aspects of third-party vendor relationships for a “hybrid” workforce 

SKILLS AND REQUIREMENTS 

• Track record of owning all aspects of building and managing a multi-shift operations center
• Problem-solving in high pressure situations against stringent customer SLA’s
• Solid understanding of automation equipment, fleet management systems, IoT, and related technologies
• Excellent communication skills and demonstrated ability to present to company senior leadership and customer representatives
• Be an agent of change, fostering a culture of collaboration, creativity, innovation, and continuous improvement
• Collaboration with product and engineering teams to provide feedback on fleet performance 

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree in a technical discipline (engineering, robotics, computer science, etc.) or applicable experience
• Proven experience (5+ years) in managing operations centers for complex electro-mechanical systems (robotics and automation a plus)
• Proven experience (5+ years) in a customer-facing role
• Experience with command line interface on PC systems
• Familiarity with software systems, especially Linux, R-Viz, Plot Juggler, and ROS
• Familiarity with Salesforce and Jira for issue ticketing, reporting, and tracking
• Experience training others (company and customer personnel)
• Experience operating in a VR environment a plus
• Familiarity with Unity or other video game engines and SteamVR is a plus 

PHYSICAL REQUIREMENTS  

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 25 pounds over short periods 

PERKS:

• Competitive salary w/ benefits
• Highly motivating equity incentive package
• Flexible work hours policy
• Professional development opportunities
• Generous Paid Time Off (PTO)
• 401k plan