Manager, Robotic Operations Support

Job description

Job responsibilities

• Own and staff the Mission Control coverage model (weekday, weekend, and 2nd/3rd shift schedules) with no unmonitored windows, or as needed by customers.
• Lead and develop Mission Control specialists across all shifts, including onboarding and ramping new hires to full coverage.
• Serve as the secondary point of contact for customers (CSMs are first) and the template consultant team on day-to-day Mission Control questions and escalations.
• The production planning lead will report to this role, you are comfortable managing production expectations and support for our customers.
• Help enable medium- and longer-term projects that let MC reduce downtime and reduce the number of escalations to L2.
• Develop release strategy and rollout plans with the MC Supervisor and CSMs.
• Stand up a change management process for CMMC and CUI and prepare the Mission Control team on systems and architecture.
• Look for cell system health improvement ideas and coordinate with Fleet Engineering, Product, and CSMs.

Job requirements

• 5+ years managing a 24/7 or shift-based operations team; manufacturing, remote monitoring, or technical support backgrounds all fit.
• Proven experience building and staffing shift schedules (weekday, weekend, multiple shifts) from the ground up.
• Strong customer-facing communication; comfortable being the escalation point when production issues surface.
• Background in welding, robotics, or manufacturing operations is a plus but not required; the technical depth comes from the specialists on the team.
• Experience managing a mix of generalist techs and specialized technical roles (e.g., engineers) at once.
• Comfortable operating in a fast-growing, still-forming org; this role will help define its own processes as the team scales.