Supervisor, Robot Teleoperations Support

What we need 

We are looking for a Supervisor, Robot Teleoperations Support to join our Perception Infrastructure Engineering team. This position is responsible for managing day-to-day shift operations and leading a team of Robot Teleoperations Support Specialists. The team plays a vital role in supporting real-time robotic operations in dynamic, high-volume warehouse environments.  

What we do 

The Perception Infrastructure Engineering team is a highly specialized group that enables real-time robot control and support across all active customer sites. PIE plays a critical role within the broader Perception organization, which is responsible for developing the cutting-edge algorithms that power robotic decision-making, localization, and autonomy. 

What you’ll do 

• Lead and Develop the Team: Supervise, coach, and mentor a team of Robot Teleoperations Support Specialists across multiple shifts. Provide clear expectations, real-time guidance, and ongoing development opportunities.  

• Ensure Shift Coverage and Accountability: Manage shift planning and handoffs, ensuring all support queues are addressed and support activities are completed consistently and accurately.  

• Escalation and Troubleshooting: Act as the primary escalation point for complex operational or technical challenges. Coordinate with engineering, software, and site teams as needed to resolve issues efficiently.  

• Performance Monitoring: Track key team metrics including task completion, incident response time, and shift coverage. Identify trends, gaps, and areas for improvement.  

• Cross-functional Collaboration: Work closely with internal engineering and software teams to test tools, suggest usability improvements, and contribute to feedback loops on internal support systems.  

• Documentation and Reporting: Ensure accurate and thorough documentation of support activity, incident response, and shift transitions. Provide regular reporting on performance and support trends to leadership.  

• Foster a Strong Team Culture: Promote a culture of responsiveness, precision, and continuous improvement. Set the tone for high standards, calm leadership, and collaborative problem-solving.  

What you’ll need 

• Minimum of 5 years of experience in technical support, IT operations, robotics, or a related field.  

• Minimum of 2 years in a supervisory, team lead, or operations management role.  

• Strong technical proficiency with support dashboards, log analysis, scheduling tools, and productivity software (e.g., Excel, Tableau, Jira, Confluence, Teams).

• Excellent organizational, written, and verbal communication skills.  

• Experience working in high-pressure, fast-paced operational environments. 

• Ability to manage distributed teams across rotating shifts or 24/7 coverage.  

• Strong decision-making skills and a clear sense of urgency.  

Preferred 

• Familiarity with robotics, automation systems, or teleoperation platforms  

• Experience supporting real-time operations in logistics, warehouse, or industrial settings.  

• Track record of implementing process improvements or training programs.  

• Background in collaborating with engineering or software development teams. 

Our environment

• May require participation in an on-call rotation or weekend/holiday shift coverage. 

• Role is mostly on-site, depending on team needs. Some remote work allowed. 

• 10% travel may be required for team training or support initiatives.  

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