Robot Operations Center - Team Lead

What we’re doing isn’t easy. But nothing worth doing ever is.

Here at Diligent Robotics, we envision a future powered by robots that work seamlessly with human teams. We build artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments. Join our mission-driven, venture-backed team as we build out our Robot Operations Center Team. 

As Diligent’s Robot Operations Center - Team Lead, your primary responsibility will be leading a team of technical support professionals, while enforcing policies and procedures. You will train and mentor direct reports, manage team expectations and accountability, analyze metrics and data for team performance, and collaborate with fellow ROC Team Leads to implement continuous improvement practices that will enhance the effectiveness and efficiency of the Technical Support staff and ROC as a whole.

*This position will be in office at our HQ in Austin, TX. Local candidates are preferred. 

Within your first year you will:

• Develop and implement streamlined processes and procedures, reducing resolution times for technical issues.
• Drive improved team performance through targeted training and mentorship programs for direct reports.
• Enhance our customer satisfaction by maintaining clear communication channels and effectively addressing client concerns.
• Utilize data analysis to strategize and implement process improvement efforts which will result in measurable enhancements in workflow effectiveness and efficiency.
• Foster a collaborative team culture focused on job satisfaction.

We are looking for someone who has:

• Demonstrated experience in effectively managing technical support teams, delegating tasks, and guiding team members towards achieving goals.

Strong analytical skills to make informed decisions regarding complex technical issues and resource allocation.

• Excellent verbal and written communication skills to establish clear expectations, communicate updates, and maintain seamless information flow within the team and with stakeholders.
• Proven ability to analyze existing operations, organize training sessions, and implement improvements to enhance team workflows.
• Proficiency in providing technical guidance and support to team members during troubleshooting activities.
• Commitment to maintaining transparency within the team, discussing challenges openly, and keeping team members informed about project progress.
• Ability to identify risks, develop contingency plans, and take corrective actions to mitigate potential issues promptly.

Nice to have competencies: 

• Previous experience in the Robotics industryPrevious experience in fostering a collaborative work environment and reducing staff turnover rates.
• Experience in analyzing data to identify trends and opportunities for process improvement.
• Experience in delivering presentations to stakeholders and facilitating open communication channels within teams.
• Familiarity with industry best practices and trends to incorporate into team processes.
• Knowledge of escalation paths for addressing critical technical issues and facilitating resolution.
• Experience in fostering a culture of accountability and recognition within teams.
• Experience in monitoring team performance closely and adapting strategies to minimize risks effectively.

Benefits:

• Experience working with some of the leading experts in robotics
• Potential to radically change the future of healthcare 
• Insurance including medical, dental, and vision
• 401K
• Paid Time Off

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color,  national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.