Director of Service

Starship. Talk of the town. Or the world. 
Welcome to Starship – the revolutionists of tomorrow’s delivery service. Thanks to our smart little robots, we are already well on our way to a changed future and a whole new way of delivering food and packages. In that way, we offer people new and comfortable services that facilitate and improve their everyday lives – while continuously striving to create green, ethical circular communities. Ready to solve some real problems? Scroll down and read more about this unique opportunity!
We are looking for a strategic, action-oriented, and data-driven Director of Service with a technical background to join our global Service team and play an essential part in our mission to provide the world with affordable and environment-friendly deliveries. 
As the Director of Service, you will play a pivotal role in shaping the company's success by leading strategic initiatives and execution in service design and operational models. Your responsibilities include overseeing the repair and refurbishment of our autonomous robot fleet, ensuring industry-leading reliability standards, and driving innovation through the utilization of field feedback and data.
You will be reporting to the SVP of Manufacturing, Supply Chain, Field, and Service Operations and collaborate with a broad range of key stakeholders including Field Operations, Engineering (Hardware and Software), Manufacturing, Service, Service Capability, Finance, and Data.
We are open to having the position located either in Finland or Estonia. The role involves traveling to other sites in Europe and the US, approximately 15% of the time.

Your responsibilities:

• Leading the company's strategy and execution with design for service and operational service models
• Leading and owning design for service for Starship products
• Overseeing the execution of service repair and refurbishment of the company's fleet of autonomous robots
• Ensuring reliability and uptime for the company fleet to meet industry standards
• Utilizing feedback and data from the field to drive changes in product design, tools, and processes
• Leading a team of experts in the service capability team
• Collaborating with cross-functional teams to design and implement business initiatives and workflow changes, including effective communication
• Budgeting the annual budget with quarterly updates for service and refurbishment operations, including spare part forecasting based on previous consumption
• Creating short- and long-term plans aligned with OKRs
• Establishing a data-centric metrics system for informed decision-making
• Building extensive, reliable data flows from the field, consolidating insights, and driving improvements in product development and manufacturing/supply chain

What’s in it for you?

• Opportunity to work on industry-leading self-driving delivery robot technology on a uniquely large scale, creating history and making things happen
• You can truly make a significant impact by improving the service and refurbishment models
•  You can immerse yourself in the world of technology and innovation
• You will have a chance to work with people with a strong inner burning and motivation. We are self-aware and seek feedback and improvement. We don’t want to wait until we are told what needs to be done but take it as a matter of pride to figure out solutions for topics in various teams and areas
• You’ll have endless opportunities to learn from our inspirational, talented team members across the globe

What we hope you’ll bring to the table:

• Demonstrated expertise in Product and Service Engineering, ideally with a background in service and maintenance leadership or other relevant roles
• 5-10 years of experience in managerial positions, showcasing effective leadership and strategic decision-making
• Experience in building, effectively managing, and motivating diverse teams, both on-site and remotely, to drive successful outcomes
• Technical background with a solid understanding of engineering principles, enabling seamless communication and collaboration with engineering teams (mostly hardware teams)
• Experience in DfX (Design for Excellence), particularly in design for repair. Background in design for testing, manufacturing, and experience in quality is a plus
• Ability to work in a multicultural environment, bringing an understanding and appreciation for diverse perspectives
• Exceptional communication skills with both internal and external stakeholders, with a specific emphasis on effective communication with engineering teams
• Strong inclination towards data-driven decision-making and proficiency in analytics to inform and optimize service and operational strategies.

Want to learn more about our robots and our people? Get in touch