Field Operations Supervisor

Operations Supervisor

At Serve Robotics, we're reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It's designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We're looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

What You'll be doing

The Operations Supervisor will lead a team of operations personnel responsible for supporting commercial deliveries and development with our fleet of autonomous sidewalk robots. Reporting to the Director of Operations, your main objective will be to motivate your direct reports and cross functional partners through effective communication, training, coaching, development, performance monitoring, recognition, and supervision. You will demonstrate expertise with your knowledge of the processes your team is required to perform, ensure your team members are effectively performing job responsibilities utilizing standardized methods, and help the organization drive process improvements that allow the operations function at scale.

You'll also serve as the link between engineering and operations, supporting development tests and providing feedback to inform teams on the products and services we build. You will be the jack of all trades for Operations, with daily contributions adding up to have a significant impact on the organization.

Responsibilities

• Hire, coach and develop team members within an assigned business unit on a day-to-day basis to ensure effective, efficient, and customer-oriented handling of communications with internal and external partners.
• Support daily operations, including management of field agents, robots, and remote operators.
• Conduct thorough one-on-ones, ongoing coaching, and guidance to team members to ensure continuity and quality of service.
• Monitor and evaluate staff performance levels to meet projected needs, customer service objectives, and KPIs.
• In coordination with Operations Management and HR, assist in personnel administration including: performance appraisals, promotions, administrative actions, etc.
• Ensure compliance with company policies and oversee necessary updates.
• Perform additional duties and responsibilities as needed.

Qualifications

• 2+ years of experience hiring and managing a team of 5+ employees
• 3+ years in field operations / delivery / logistics, or similar experience
• Strong oral and written communication skills
• High-level interpersonal skills to work effectively with all levels of the organization, motivate employees and obtain efficient performance results
• Ability to work weekends, evenings, and holidays on-site
• Strong organization, collaboration, and problem-solving skills
• Ability to keep calm under pressure with a can-do attitude to meeting challenges
• Valid US driver's license
• Ability to lift 70 lbs
• Willingness to be onsite in Washington DC 5 days per week.

What Makes You Standout

• Bachelor's Degree in Business, Economics
• 3+ Years of Customer Resolution & Support
• Experience at high-growth, fast-paced startups
• Familiarity with G Suite, with an emphasis on Google Docs and Sheets
• Passion for efficiency, innovation, and robotics
• Multi-lingual (Spanish)