Senior Manager, Global Support Enablement at Boston Dynamics

Waltham, Minnesota, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Robotics, TechnologyIndustries

Requirements

7-10+ years of progressive experience in service operations, partner/vendor management, or a related field within a hardware OEM, technology, or industrial setting
Proven track record of building and scaling third-party service programs or networks from the ground up on a global scale
Exceptional strategic and operational planning capabilities with a demonstrated ability to think globally and execute locally
Strong negotiation and contract management skills, with a talent for building and nurturing long-term relationships
Data-driven mindset with a deep understanding of setting up and using operational metrics and KPIs to drive performance
Outstanding cross-functional leadership skills and the ability to influence and manage stakeholders in a fast-paced, global environment
(Preferred) Experience in consumer electronics, industrial hardware, robotics, or automation
(Preferred) Familiarity with international regulatory standards and compliance related to service operations

Responsibilities

Define and execute the vision and roadmap for the third-party service provider program, from initial partner vetting and selection to onboarding, training, and ongoing performance management
Develop global standards, SLAs, and compliance frameworks to ensure a consistent and high-quality service experience across all regions
Identify, evaluate, and onboard new strategic partners who align with quality standards and business goals
Act as the primary relationship owner and escalation point for key partners, fostering strong, collaborative relationships and driving continuous improvement
Establish and monitor key performance indicators (KPIs), such as repair turnaround time, first-time fix rate, and customer satisfaction, to ensure partners meet and exceed performance targets
Collaborate closely with internal teams (GSS, Customer Success, Integration Services, Engineering, Product Management, and Sales) to integrate partner operations with internal service delivery
Develop and implement strategies to expand the partner network into new, critical international markets and/or with high-value customers
Lead the negotiation of service agreements, pricing, and contract terms to achieve an optimal balance of cost-effectiveness and service quality

Skills

Key technologies and capabilities for this role

Program ManagementStrategic PlanningPartner OnboardingSLA DevelopmentKPI MonitoringPerformance ManagementRelationship ManagementGlobal ExpansionOperational ExcellenceCross-functional CollaborationCompliance FrameworksTraining ProgramsVendor Management

Questions & Answers

Common questions about this position

What experience is required for the Senior Manager, Global Support Enablement role?

The role requires 7-10+ years of progressive experience in service operations, partner/vendor management, or a related field within a hardware OEM, technology, or industrial setting, along with a proven track record of building and scaling third-party service programs or networks from the ground up on a global scale.

What key skills are needed for this position?

Candidates need exceptional strategic and operational planning capabilities, strong negotiation and contract management skills, a data-driven mindset with understanding of KPIs, and outstanding cross-functional leadership skills.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Senior Manager role?

A strong candidate has 7-10+ years in service operations or partner management in hardware OEM or tech, proven success scaling global third-party programs, and skills in strategic planning, negotiation, data-driven KPIs, and cross-functional leadership.

Boston Dynamics

Develops advanced robots for industrial applications

About Boston Dynamics

Boston Dynamics creates advanced robots that enhance human capabilities and safety, focusing on legged robots with high mobility, dexterity, and intelligence. Their flagship products, Spot and Pick, are designed for commercial, industrial, and research applications, performing tasks that are dangerous or physically demanding for humans. Spot, for example, is a 65-pound robot that can navigate complex terrains and avoid obstacles autonomously using built-in AI. Unlike many competitors, Boston Dynamics emphasizes responsible use of their robots, limiting sales to commercial and research clients and ensuring high-quality standards through domestic manufacturing. The company's goal is to improve safety and efficiency across various industries while exploring future consumer applications.

Waltham, MassachusettsHeadquarters

1992Year Founded

$38.8MTotal Funding

ACQUISITIONCompany Stage

Robotics & Automation, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Competition from affordable Chinese robotics could pressure market share and pricing.

Layoffs indicate potential financial or strategic challenges impacting future innovation.

Collaboration with multiple stakeholders may lead to strategic misalignments.

Differentiation

Boston Dynamics excels in creating robots with advanced mobility and dexterity.

Their robots are designed for unstructured environments, enhancing workplace safety and efficiency.

Spot and Atlas are pioneering robots in digital transformation and mobile manipulation.

Upsides

Collaboration with Toyota and Hyundai boosts AI-powered humanoid robot development.

Patent resolution with Ghost Robotics opens collaboration on robotics policy and technology.

AI advancements in Atlas position Boston Dynamics as a humanoid robot market leader.

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