Senior Manager, Service Operations

Employment Type: Full time Location Type: Remote, field-based Salary: Not specified

Who We Are

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.

What We Need

Symbotic is seeking a highly driven Senior Manager, Service Operations to lead the strategic oversight of our Bot repair life cycle across a growing network of customer sites. In this role, you will drive the implementation, scaling, and continuous improvement of service operations that support the repair and diagnostics of our BOT Systems. You’ll be at the forefront of technology insertion, partner enablement, and operational excellence—ensuring that our systems continue to deliver industry-leading performance through the entire product life cycle.

What We Do

The 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 and automation solutions, including our fleet of robotic bots that drive warehouse efficiency.

What You'll Do

• Own and optimize the end-to-end Bot repair life cycle across internal repair centers and external customer sites, ensuring long-term reliability and serviceability.
• Lead onboarding, training, and operational enablement of third-party logistics (3PL) providers in Bot diagnostics, repair tools, and processes.
• Plan, execute, and oversee campaigns related to new technology introductions, including impact analysis, execution coordination, and cross-functional alignment.
• Serve as the key operational interface between internal engineering/product support teams and external repair partners during transitions or upgrades.
• Develop and manage phased handoff strategies enabling customers to assume ownership of on-site Bot repair. Track progress using defined KPIs and readiness metrics.
• Lead the design and launch of diagnostic and repair centers. Define business cases, diagnostic tooling, training protocols, and analytics dashboards to support sustainable operations.
• Partner with engineering, quality, and field operations to close the loop on failure trends and drive systemic improvements in product reliability.
• Leverage data insights to identify service gaps, optimize repair strategies, and prioritize engineering enhancements. Utilize KPIs like resolution time, warranty cost per case, CSAT, and repair cycle time.

What You'll Need

• Bachelor's degree in Engineering, Operations Management, or related field; advanced degree preferred.
• Minimum of 10 years of experience in service operations, field service, or lifecycle product support in a high-tech or automation-focused environment.
• Proven experience managing complex service networks or 3PL partners across multiple regions.
• Strong knowledge of diagnostic tooling, repair methodologies, and root cause analysis.
• Excellent communication and stakeholder management skills across technical and non-technical audiences.
• Demonstrated ability to lead technology insertions and manage operational change.
• Travel: Up to 40%
• Experience with large-scale automation or robotics systems (e.g., warehouse automation).
• Prior work with companies such as Dematic, Schaefer, Knapp, Fortna, or MHS preferred.
• Background in launching service centers or technical support infrastructure preferred.

Our Environment

• Remote, field-based position.
• Travel is required up to 40% of the time. Employee must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally.