Serve Robotics

Events

• Drive full-cycle event and campaign execution once contracts are closed, ensuring all deliverables, timelines, and workstreams are aligned across internal and external stakeholders.
• Build, manage, and track event and campaign budgets; maintain cost discipline and flag risks early.
• Own logistical coordination, including robot shipment, scheduling, wrapping, creative collateral, merchandise, and onsite needs for each activation.
• Ensure event teams receive clear, complete SOWs and that expectations are communicated to clients and internal partners for seamless execution.
• Source, schedule, and coordinate staffing—including internal leads and external vendors—to meet event requirements.
• Manage travel arrangements for all event personnel and partners, optimizing for cost and efficiency.
• Work with Policy teams to secure required permits for each venue or jurisdiction.
• Partner with Legal to obtain COIs and ensure contracts, venue agreements, and compliance documents are in place.
• Deliver post-event and post-campaign reporting, including performance summaries, learnings, and financial reconciliation.

Events Producer

Customer Support

• Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures.
• Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard.
• Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents.
• Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively.
• Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement.
• Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes.
• Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements.
• Maintain clear visibility into vendor operational health and highlight risks before they become problems.
• Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways.
• Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance.
• Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives.
• Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.

Customer Experience Manager

Hardware Engineer

• Lead, mentor, and develop a team of electrical engineers, fostering a culture of innovation, collaboration, and technical excellence.
• Define team goals, allocate resources effectively, and align engineering efforts with company objectives.
• Provide technical guidance on the design, development, and testing of electrical systems, ensuring alignment with project specifications and timelines.
• Oversee PCB design, embedded systems, and power management for robotics applications.
• Drive long-term strategic planning, identifying future needs and opportunities in robotics hardware development.
• Establish structured processes and methodologies for diagnosing and resolving technical challenges.

Senior Director, Hardware Engineering

Accounting Manager

• Oversee general ledger activities, including month-end and year-end close processes, ensuring accurate and timely reporting.
• Prepare and review monthly financial statements, management reports, and financial forecasts to provide actionable insights to senior management.
• Ensure compliance with local, state, and federal regulations, including audits and adherence to Generally Accepted Accounting Principles (GAAP).
• Conduct research on complex accounting issues, including new accounting pronouncements, and assess their impact on the company’s financial statements. Provide guidance and recommendations for implementation of new standards (e.g., lease accounting, revenue recognition, etc.).
• Implement and maintain a strong system of internal controls, ensuring accurate financial data and mitigating risks of fraud or error.
• Prepare the accurate and timely recognition of revenue, ensuring compliance with revenue recognition standards (ASC 606).
• Partner with sales and operations to ensure correct recording of revenue transactions.
• Oversee AP/AR processes, ensuring timely and accurate invoicing, collections, and payments.
• Oversee and monitor inventory accounting processes, including physical inventory counts, inventory reconciliations, and valuation methods.
• Ensure proper cost of goods sold (COGS) calculations and reporting of inventory levels.
• Ensure compliance with lease accounting standards (ASC 842), including maintaining accurate records of leases, calculating right-of-use assets, and lease liabilities, and ensuring proper amortization schedules.
• Coordinate external audits and provide necessary documentation and support for the completion of audits.
• Identify opportunities for process improvement and automation within accounting systems to enhance efficiency and accuracy.