Leader of Service Operations

Employment Type: Full-time

Position Overview

Symbotic is seeking a dynamic and strategic Leader of Service Operations with a core focus on maintenance operations and lifecycle management of our robotics portfolio. This executive will be responsible for overseeing all aspects of on-site maintenance, field service coordination, lifecycle management, issue resolution, and customer satisfaction. The ideal candidate is a hands-on leader with deep experience scaling post-sales support organizations in a high-tech, automation, or enterprise systems environment. You will build and mentor a high-performing team, drive operational excellence, and ensure we consistently exceed customer expectations across all touchpoints.

About Symbotic

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

Responsibilities

• Develop and implement a comprehensive service operations strategy encompassing preventive, predictive, and reactive maintenance.
• Oversee all aspects of operational maintenance, including preventative and corrective maintenance planning, execution, and continuous improvement.
• Lead the development and execution of robust lifecycle management practices across installed systems and components, ensuring optimized asset performance and long-term customer value.
• Collaborate with Customer Success, Field Services, Engineering, and Product Management to improve supportability, streamline diagnostics, and incorporate voice-of-customer insights into continuous improvement cycles.
• Oversee staffing, training, performance management, and succession planning for the department.
• Set and track performance metrics, fostering a results-oriented and innovative culture.
• Serve as the senior point of contact for escalated customer issues, ensuring prompt resolution and driving continuous improvement in customer satisfaction.
• Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and advocate for their needs.
• Capture customer feedback and collaborate with product and engineering teams to inform future product and service enhancements.
• Own the end-to-end customer experience across support touchpoints.
• Lead the resolution of critical incidents and establish a clear escalation path for high-impact issues.
• Drive digital transformation in support by optimizing tools (e.g., CRM, CMMS, knowledge bases, dashboards) to increase team efficiency and self-service capabilities.
• Develop and track key performance indicators (e.g., first response time, resolution time, CSAT, warranty cost per case) to ensure service excellence and identify process improvements.
• Implement best practices in root cause analysis, case handling, and knowledge management to reduce repeat incidents and improve service delivery.
• Serve as a senior point of contact for strategic customers.
• Deliver regular performance updates to internal stakeholders and customers, and represent the function during QBRs and executive reviews.

Requirements

• Bachelor’s degree in Engineering, Business, or a related field (Master’s preferred).
• Minimum of 15+ years of progressive experience in customer support or service operations.

Company Information

Symbotic's Service Operations team, within the Service Center of Excellence, is dedicated to enabling seamless service delivery and operational excellence across Symbotic’s network. We support cross-functional projects, third-party logistics (3PL) partners, and maintenance activities to ensure reliable, efficient operations for our customers. Our work is critical to sustaining Symbotic’s advanced robotics.