Director of Global Customer Operations & Fulfillment
Core
Lead end-to-end technical support, depot repair operations, and global logistics fulfillment for Boston Dynamics' advanced robotics fleet to ensure hardware reliability and minimize downtime.
Role type
Senior leadership (Director) for global customer operations and fulfillment
Builds
A scalable, high-efficiency technical support, repair, and global fulfillment engine for robotics fleets
Domain
Robotics / Advanced Industrial Automation / Hardware Logistics
Deliverable
physical/clinical work
Required skills
Technical support leadership (Tier 1-3), Depot repair operations management, Global 3PL/4PL logistics network management, RMA workflow optimization, Field service engineering management, Serviceability engineering liaison, Operational metrics analysis (MTTR, FCR, CES), Enterprise ticketing systems (JIRA, Salesforce)
Preferred skills
Player-coach mindset, Extreme analytical rigor, Cross-functional diplomacy, Disciplined execution in high-stress environments
Technologies
JIRA, Salesforce Service Cloud, Diagnostic tools and calibration kits
Responsibilities
Lead Tier 1-3 technical support and escalation management; Oversee brick-and-mortar repair depots and RMA optimization; Manage mobile field support engineers and on-site safety protocols; Direct global 3PL/4PL logistics and FRU stocking strategies; Act as primary liaison for design-for-serviceability with R&D; Define and monitor support SLAs and operational metrics
Seniority
Director, strategic leadership with hands-on operational oversight
