The Associate Director of Service (Warehouse Robotics) is a strategic, cross-functional leader responsible for developing and executing a global service strategy that aligns with Boston Dynamics’ broader business objectives. Reporting to the Sr. Director, Global Services & Support, you will build on our world-class service foundation, drive innovation, deliver operational excellence, and enable customer success across all touchpoints. This role demands a dynamic leader who can integrate strategic planning with hands-on management, fostering a high-performance culture while collaborating with key stakeholders across Sales, Engineering, and Customer Success.
Strategic Leadership:
Lead and scale a world-class, multi-discipline service organization. Drive vision, growth strategy, and an execution plan growing our customer-first culture and developing and delivering global service offerings that address our customers’ unique needs.
Collaborate with leadership across the organization to align support operations with overall business goals, ensuring scalability and sustainable growth.
Build and refine global practices, standards, and processes that will help us scale to the next level of service growth and customer maturity across new service offerings, staffing, methodologies, and organizational structures.
Cross-Functional Collaboration:
Work closely with Sales, Product, Engineering, and other stakeholders to refine and enhance the efficiency and effectiveness of our global service program
Serve as the primary liaison between technical teams and senior management, ensuring transparent communication and integrated solutions.
Operational Excellence:
Manage the creation, rollout, and ongoing enhancement of service processes, ensuring that key performance indicators are reliably met or surpassed. This may involve establishing new KPIs to evaluate team performance.
Develop, implement, and utilize data-driven insights to identify areas for improvement, implement best practices, and drive operational efficiencies across global support operations.
Team Leadership and Development:
Mentor and empower a diverse team of technicians, Field Service Engineers, repair specialists, and leaders, fostering a culture of accountability, innovation, and continuous improvement.
Drive career progression and personal growth through structured coaching, training programs, and performance management.
Innovation and Continuous Improvement:
Stay ahead of industry trends and competitive dynamics to proactively adapt service strategies.
Champion initiatives to enhance service delivery and both financial and performance reporting
Proven success as a Services Leader (Director or Senior Management level) with 10+ years of experience in managing both hardware and software products within the robotics industry or a similar highly technical field.
Experience in rapidly scaling a services business by building a foundation for scale, partner activation, and services-led motions
Expertise in developing GTM strategy and services
A strategic customer-centric leader with strong business acumen and experience in impacting customers’ return on investment with technology
A people-focused leader with the ability to build creative, collaborative teams, develop people, and link performance to high-growth business objectives
Successful track record of growing global services business by aligning and driving strategy with operations across a global organization
Proven ability to articulate service value propositions tailored to varying customer needs
Operational excellence while scaling in a high-growth environment
Ability to engage and influence people cross-functionally across Field, Product, and other matrixed teams
Ability to hire, engage, & motivate great talent.
Experience in a fast-paced environment and ability to reprioritize while focusing on long-term priorities.
Travel:
Ability to travel up to 50%.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.
Boston Dynamics will never ask you to divulge your personal financial or account information as part of its recruiting process.