Director of Global Customer Operations & Fulfillment (Waltham)

About the RoleAs Boston Dynamics scales its advanced, unstructured robotics fleets globally, keeping our hardware operating at peak reliability in dynamic, mission-critical environments is our primary operational directive. We are moving away from reactive, human-dependent troubleshooting swarms and toward a disciplined, scalable model of operational certainty.Reporting directly to the VP of Customer Experience, the Director of Global Customer Operations & Fulfillment is a high-impact leadership role responsible for the physical health, triage, repair, and global fulfillment infrastructure of our fleet.Serving as the Direct Responsible Individual (DRI) of Fleet Stability, you will lead our end-to-end technical support (Tiers 1–3), mobile field support engineers, brick-and-mortar depot repair operations, RMA pipelines, serviceability/quality engineering liaison, and global 3PL/4PL customer logistics fulfillment network.Your mission is to build and run a world-class, high-efficiency technical support, repair, and fulfillment engine. You will optimize internal workflows to resolve customer issues rapidly, drive down the overall cost-to-serve, build dynamic parts availability, and ensure engineering teams design future robots to be easily serviced and maintained.Key Responsibilities1. Tiered Customer & Technical Support Engineering (Tier 1–3)General Customer Support (Tier 1–2): Direct front-line customer support operations, ensuring rapid intake, ticket triage, basic diagnostic routing, and continuous global queue coverage.Technical Support Engineering (Tier 2–3): Lead specialized Tier 2 and Tier 3 Technical Support Engineers (TSEs) capable of executing deep diagnostic swarms for complex software, sensor, and hardware telemetry anomalies.Escalation Management: Establish rigorous, cross-functional escalation pathways that allow technical experts to seamlessly pool their knowledge during critical customer site emergencies.System Integration: Master and scale our technical ticketing and configuration management platforms (e.g., JIRA, Salesforce) to drive continuous improvement in resolution times.2. Depot Repair Infrastructure & RMA EngineRepair Hub Operations: Directly oversee physical, brick-and-mortar repair depots, ensuring high-quality hardware refurbishments, standardized testing protocols, and strict safety compliance.RMA Optimization: Own the return-to-base and Return Merchandise Authorization (RMA) workflows, focusing on reducing repair turnaround times (TAT) and maximizing hardware yield.Financial Performance & Margin Defense: Track, analyze, and manage internal depot repair margins, finding continuous opportunities to optimize labor and material costs.3. Field Support Engineering & On-Site TriageMobile Technician Dispatch: Direct our team of highly skilled Field Support Engineers (FSEs) who handle complex, on-site hardware interventions and site-level maintenance.Equipment & Diagnostics: Manage the distribution, calibration, and safety standards of specialized diagnostic tools, equipment, and calibration kits required to service robots in the field.On-Site Safety Protocols: Enforce strict field-safety SOPs and pre-flight checklists to protect both our technicians and our customers' dynamic facility environments.4. Customer Logistics Fulfillment & Global 3PL/4PL ManagementGlobal 3PL/4PL Network Management: Direct global logistics operations and manage third-party logistics (3PL/4PL) provider networks to support dynamic spare parts movement, warehousing, and forward stocking.Strategic FRU Stocking: Oversee localized Field Replacement Unit (FRU) stocking strategies close to strategic customer sites and geographic corridors to guarantee rapid courier dispatch and minimize fleet downtime.Forward Replacement Unit Logistics: Coordinate inventory flows of forward replacement units, spot payloads, and spare hardware following field integration teams as new customer sites are deployed.Consigned Material Audits: Direct one-click audit mechanisms and cycle counts for consigned inventory across regional hubs to feed manufacturing demand planning and sustainment engineering quality plans.5. Serviceability & Quality Engineering LiaisonDesign for Serviceability: Lead the Serviceability Engineering team to act as the primary voice of support within Product and R&D engineering design cycles.Preventative Analytics & Quality Loops: Partner with product quality teams to translate real-world failure modes, ticket trends, and wear patterns into proactive preventative maintenance schedules.Service Margin Defense: Audit upcoming hardware and software builds to ensure new robots are designed to minimize disassembly times, utilize standardized parts, and lower the lifetime cost of ownership.6. Cross-Functional Alignment & Operational MetricsSupport SLA Ownership: Define, monitor, and report on key support performance indicators, with a heavy emphasis on Mean Time to Resolve (MTTR), First-Contact Resolution (FCR), and overall Customer Effort Score (CES).Operational Cooperation: Partner tightly with Customer Success & Integration (CSI) and CSM teams to deliver unified support outcomes that protect customer renewals, fleet utilization, and account expansion.Qualifications & Key AttributesYou Must HaveExperience: 15+ years of leadership experience running complex Technical Support, Field Service, Depot, or Customer Logistics operations, ideally within high-end medical devices, aviation, telecom, or advanced industrial automation.Process Mastery: Proven track record of scaling immature operational processes into highly disciplined, SLA-driven support and fulfillment structures.3PL/Logistics Competency: Demonstrated experience evaluating, standing up, or managing global 3PL/4PL service parts networks, forward stocking depots, and fulfillment SLAs.Ticketing & Database Literacy: Advanced fluency in enterprise support and operational environments, including CRM databases (Salesforce Service Cloud) and engineering ticket systems (JIRA).Leadership Scope: Experience directly managing multi-tiered, highly technical engineering teams (TSEs, FSEs), warehouse/depot operations, and remote logistics networks.Academic Pedigree: BS in Mechanical, Electrical, Industrial, or Robotics Engineering, Supply Chain Management, or equivalent technical leadership background.We ValueA Player-Coach Mindset: The operational agility to shift seamlessly from high-level queue or logistics management to troubleshooting a complex sensor issue alongside a technician on the floor.Extreme Analytical Rigor: An obsession with numbers, using telemetry data, ticket volumes, inventory turns, and repair metrics to continuously optimize team capacity and predict resource needs.Cross-Functional Diplomat: Excellent communication skills to advocate for serviceability and quality requirements directly to deep engineering, supply chain, and software product managers.Disciplined Execution: A calm, methodical approach to managing high-stress customer escalations on busy enterprise facility floors.Office Location & Travel RequirementsWhen based at HQ (Waltham, MA): Travel will be up to 25% to support regional depots, audit critical field service accounts, and inspect 3PL/4PL partner hubs.When based Remote or Hybrid: Travel will be up to 75% to support regional depots, your team located at HQ, audit critical field service accounts, and manage global logistics facilities.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.The base pay range for this position is between $195,000 to $255,000 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and an annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.SummaryLocation: Waltham, MAType: Full time