Robotics Support Operations Lead

Tutor; Watertown (MA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Full health insurance

401(k) plan

Unlimited PTO

In-office meals

Job summary

Tutor Intelligence in Watertown, MA is seeking a seasoned Support Manager for the Sonny Team to oversee daily operations, shift coverage, and the quality of every ticket on the Sonny platform.

You’ll own the team, coach members to improve, shape playbooks for remote robot support, and partner with engineering and reliability leads. The role blends leadership with hands-on scheduling, data review, and continuous improvement on real production floors.

Qualifications

• 3+ years in technical support, operations, or a similar fast-paced technical environment.
• 1+ years leading a team or a shift, formally or informally.
• A track record of coaching people and seeing them improve.
• Comfort with ticketing systems, schedules and operational data in spreadsheets.
• Clear, calm communication with operators, engineers and leadership.
• Picks up new software and AI tools quickly; both are part of daily work here.
• Able to work in office in Watertown, MA, on a primary day shift, with flexibility to cover gaps when needed.

Responsibilities

• Lead the team that keeps Sonny robots monitored and supported on every shift.
• Develop and write playbooks for support, moving beyond a reactive desk.
• Own daily support for the Sonny platform, including people, shifts, and ticket quality.
• Coordinate with the Head of Robot Operations and Reliability and external support agents.
• Ensure coverage gaps are closed before they become problems and report on team performance.

Skills

Leadership

Coaching

Ticketing systems

Clear communication

Calm under pressure

Robotics experience

Tools

Ticketing software

Spreadsheets

Job description

Tutor Intelligence in Watertown, MA is seeking a seasoned Support Manager for the Sonny Team to oversee daily operations, shift coverage, and the quality of every ticket on the Sonny platform.

You’ll own the team, coach members to improve, shape playbooks for remote robot support, and partner with engineering and reliability leads. The role blends leadership with hands-on scheduling, data review, and continuous improvement on real production floors.