Director of Robot Operations & Fleet Reliability

Roman Health Pharmacy LLC; Philadelphia (Philadelphia County); Hybrid; USD 160,000 - 180,000; Full time

Benefits offered by this job

Competitive salary & benefits

401K Plan

Early-stage equity

Unlimited PTO

Paid parental leave

Job summary

Burro is seeking a Director of Robot Operations to lead the Robot Support function and scale the fleet-wide customer experience. You will own reliability, build processes, and partner with engineering and product to align priorities with field needs.

The role demands 10+ years in robotics with 5+ years in leadership, strong cross-functional influence, and expertise in Zendesk and AI-enabled tools. This on-site position offers competitive pay and equity.

Qualifications

• B.S. in Computer Science, Electrical Engineering, Robotics, or a closely related field.
• 10+ years 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 and mechanical systems.
• Experience building scalable support processes, tools, or outsourced/partner models, especially Zendesk and AI-enabled tools.
• Exceptional responsiveness and communication; able to lead others through tight timelines.
• Ability to influence cross-functional teams across engineering, product, and operations.
• Experience debugging hardware and software and coaching others to do the same.
• Strategic vision to scale the function as the fleet grows.
• Experience with Zendesk, Airtable, Formant, AWS or similar tools.

Responsibilities

• Lead Robot Support team and scale operations to support a growing fleet.
• Drive customer impact, escalation management, and internal voice of the customer.
• Monitor diagnostics, uptime, and regional performance; translate data into actions.
• Develop outsourcing plans with dealer teams and third-party providers.
• Coordinate software deployment across the fleet.
• Hire, coach, and grow the Robot Support team as Burro scales.

Skills

Leadership

Strategy & scaling

Customer-centric mindset

Cross-functional collaboration

Robotics knowledge

Education

B.S. in Computer Science, Electrical Engineering, Robotics, or related field

Tools

Zendesk

Airtable

Formant

AWS

Job description

Burro is seeking a Director of Robot Operations to lead the Robot Support function and scale the fleet-wide customer experience. You will own reliability, build processes, and partner with engineering and product to align priorities with field needs.

The role demands 10+ years in robotics with 5+ years in leadership, strong cross-functional influence, and expertise in Zendesk and AI-enabled tools. This on-site position offers competitive pay and equity.