SoftBank Robotics America, a SoftBank company, and the global leader in workforce automation, is seeking an Associate Director, Robot Management to join our fast-growing Americas team that is shaping the future through artificial intelligence and robotics. 

The ideal candidate understands that robotics is the next big technological shift -- comparable to the introduction of the smartphone -- and wants to be a part of the movement, helping clients successfully transform their businesses processes and teams through cutting-edge innovation. 

The Fleet team at SoftBank Robotics is focused on ensuring successful launch, sale, fulfillment and post-sale service and operations for products in our portfolio. The Fleet team is comprised of the Customer Care, Deployment, Repair, Logistics, and Order Operations teams.

Reporting to the VP of Robot & Fleet Management at Softbank Robotics America, the ideal candidate will be entrepreneurial and comfortable navigating a rapidly evolving market to determine the best path to service and support the deployed fleet of robots. The individual will be a detail-oriented, passionate, self-starter that will be working with a dynamic team in a fast-paced start-up-like environment. Energy, curiosity, and a willingness to get your hands dirty are a must! You should be a fast learner, an expert communicator, and a tenacious problem-solver, understanding that the only way to meet ambitious goals is to work and learn together.  

Role Overview

• Leading Fleet-related product launch and post-launch projects including ECN, rework, retrofit, and repair quality management 
• Overseeing the Boston repair team and provide direct support to the Boston Repair Manager 
• Identifying ticketing & repair trends, work with Customer Success, Product, and OEM teams to determine long-term resolution to maximize customer experience 
• Owning of failure rate & robot uptime metrics, implementing resolutions to maximize customer ROI 
• Owning of external repair teams and processes, onsite service planning, and SBRA local service needs 
• Fleet escalation point for robot hardware issues that are within the scope of daily operations. Work closely with the Product team to drive resolution. 
• Managing OEM escalations and daily communications for repair and service topics 
• Creating and manage internal and external repair and service documentation and processes 
• Responsible for quality and condition of all robot hardware in the fleet 

• Bachelor's degree in engineering, supply chain, manufacturing, or related experience 
• Minimum of five years of work experience in technology with a focus hardware design, service, and/or support. Experience working in the robotics or automation industry is preferred but not required. 
• Experience with quality management systems and process improvement. Six Sigma, TQM, and other quality management methodologies is a plus. 
• Experience with data analysis and BI tools—you should be able to pull trends from ticketing, repair, and customer data to identify risks and create solutions 
• Strong strategic thinking and analytical skills, with the ability to translate high-level business objectives into actionable plans and initiatives. 
• Excellent communication and presentation skills, with the ability to effectively articulate complex ideas to both technical and non-technical audiences. 
• Demonstrated ability to manage multiple projects simultaneously in a fast-paced, dynamic environment. 
• Highly organized with meticulous attention to detail and a commitment to delivering high-quality results. 
• Proactive problem-solver with a growth mindset, intellectual curiosity, and a passion for driving innovation and continuous improvement. 

Benefits and Salary

• Competitive salary and benefits package including health, dental, vision and life
• Generous vacation policy (Unlimited PTO)
• 401K with company match
• Opportunity to work on groundbreaking projects in a dynamic environment
• Professional development and career advancement opportunities
• Collaborative and inclusive company culture
• This is an on-premises, in-person, role requiring an on-site presence with the team in our Boston offices

We are excited about our company’s future and are looking for the ideal candidate to join our team.

If that candidate is you, "welcome to SBRA!"

SoftBank Robotics America is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, SoftBank Robotics America will also consider for employment qualified applicants with arrest and conviction records.