Director, Global Operations Support Team

Berkshire Grey

Director overseeing Global Operations Support Team at Berkshire Grey, enhancing customer service through Ai technologies. Leading a dedicated support team for software and hardware troubleshooting.

Posted 4/26/2026full-timeBedford • Massachusetts • 🇺🇸 United StatesLead💰 $175,000 - $225,000 per yearWebsite

Tech Stack

Tools & technologies

GrafanaSQLSwiftTableau

About the role

Key responsibilities & impact

Leads and implements Ai technology to make GSS a world leader in Ai customer support.
Provides technology support and coverage for 24 hours 7 days a week.
Is responsible for hiring, training, and mentoring all team members.
Works closely with Engineering to provide data on bugs identified and assists in prioritizing the customers issues.
Provides Tier I and Tier II support on our technology.
Provides proper escalation process and ensures protocols are followed and executed in accordance with customer SLAs.
Responsible for troubleshooting all product issues restoring them to full production levels in a swift and urgent manner.
Provides data collection, time stamping, and JIRA ticketing for all bugs identified.
Manages the software release schedule and communicates the release and Change Request impacts to customers before deploying any new release.
Works closely with Engineering to develop troubleshooting guides and documents all steps to ensure correct recovery is performed.
Responsible for monitoring all customer sites and be proactive to mitigate any alerts that signal an issue and resolve such issues before a customer contacts us.
Manage the Operating budget for this department and ensure we stay within budget.
Provide weekly and monthly KPI reports for all customers to VP of Field Operations.
Conduct analysis of issues to monthly to prioritize work to be completed to eliminate these issues.
Develops and maintains emergency plans to address equipment, power, or security failure to ensure preservation of technology and data.
Has a thorough understanding of available technology and research to learn about innovative solutions and new releases.
Works with engineering to develop tools, predictive alerts and other methods to improve overall customer experience.
Manages the customer ticketing process in SalesForce.
Creates Workorders to deploy 3rd party Hardware Response Team.
Tracks part failures and frequency and provide feedback to Supply Chain.

Requirements

What you’ll need

Degree in System Engineering or Software preferred
5-10 years’ experience operating a technology software and hardware support operations.
Experience in Ai technology to implement Ai features to enhance customer self service support function and strive to have Ai handle all known problems with ease.
Excellent communication skills verbal and written.
Ability to teach others trouble shooting and methodical thought process steps
Strong problem-solving and analytical skills
Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with operations, engineering (software/hardware), and leadership teams.
Ability to manage multiple high-priority tasks simultaneously
Knowledge and/or working experience with analytical tools (sql, Excel, tableau, Grafana)
Experience with Lean, Six Sigma, or other continuous improvement methodologies
Knowledge and/or working experience with networking

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Berkshire Grey Website LinkedIn All Job Openings 201 - 500 employees Founded 2013 🤖 Artificial Intelligence 🔧 Hardware 🏢 Enterprise Artificial Intelligence
Hardware
Enterprise Berkshire Grey is an AI-enabled robotics company that designs, manufactures, and deploys integrated robotic hardware and software systems to automate warehouse and supply-chain tasks such as trailer unloading, robotic picking, put-wall consolidation, package sortation, and store replenishment. Their solutions combine computer vision, specialized grippers, and machine-learning software to increase throughput, reduce labor dependency, and integrate into existing enterprise operations for retailers, e-commerce, and logistics providers. Director, Global Operations Support Team 🔥 4 hours ago 🏢🏡 Bedford – Hybrid 💵 $175k - $225k / year ⏰ Full Time 🔴 Lead ⚙️ Operations 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Leads and implements Ai technology to make GSS a world leader in Ai customer support.
Provides technology support and coverage for 24 hours 7 days a week.
Is responsible for hiring, training, and mentoring all team members.
Works closely with Engineering to provide data on bugs identified and assists in prioritizing the customers issues.
Provides Tier I and Tier II support on our technology.
Provides proper escalation process and ensures protocols are followed and executed in accordance with customer SLAs.
Responsible for troubleshooting all product issues restoring them to full production levels in a swift and urgent manner.
Provides data collection, time stamping, and JIRA ticketing for all bugs identified.
Manages the software release schedule and communicates the release and Change Request impacts to customers before deploying any new release.
Works closely with Engineering to develop troubleshooting guides and documents all steps to ensure correct recovery is performed.
Responsible for monitoring all customer sites and be proactive to mitigate any alerts that signal an issue and resolve such issues before a customer contacts us.
Manage the Operating budget for this department and ensure we stay within budget.
Provide weekly and monthly KPI reports for all customers to VP of Field Operations.
Conduct analysis of issues to monthly to prioritize work to be completed to eliminate these issues.
Develops and maintains emergency plans to address equipment, power, or security failure to ensure preservation of technology and data.
Has a thorough understanding of available technology and research to learn about innovative solutions and new releases.
Works with engineering to develop tools, predictive alerts and other methods to improve overall customer experience.
Manages the customer ticketing process in SalesForce.
Creates Workorders to deploy 3rd party Hardware Response Team.
Tracks part failures and frequency and provide feedback to Supply Chain. 🎯 Requirements
Degree in System Engineering or Software preferred
5-10 years’ experience operating a technology software and hardware support operations.
Experience in Ai technology to implement Ai features to enhance customer self service support function and strive to have Ai handle all known problems with ease.
Excellent communication skills verbal and written.
Ability to teach others trouble shooting and methodical thought process steps
Strong problem-solving and analytical skills
Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with operations, engineering (software/hardware), and leadership teams.
Ability to manage multiple high-priority tasks simultaneously
Knowledge and/or working experience with analytical tools (sql, Excel, tableau, Grafana)
Experience with Lean, Six Sigma, or other continuous improvement methodologies
Knowledge and/or working experience with networking Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Ai technologytroubleshootingdata collectionsoftware release managementKPI reportinganalytical toolsnetworkingLeanSix Sigmahardware support

Soft Skills

communication skillsproblem-solvinganalytical skillsinterpersonal skillscustomer-facing skillsteachingmethodical thought processtime managementteam leadershipmentoring

Certifications

Degree in System EngineeringDegree in Software