Program Director, Remote Operations

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

Serve Robotics is hiring a Program Manager to support and grow our teleoperations and other remote operations programs. In this role, you'll help ensure our robot fleet operates safely, efficiently, and reliably by improving the systems, processes, and people who support them remotely. This role will report directly to the Senior Director of Remote Operations.

You will work with teams across engineering, product, field operations, and third-party vendors to coordinate real-time support, drive operational improvements, and help scale our systems. This is an excellent opportunity for someone looking to deepen their experience in technology operations, robotics, or cross-functional program management.

Responsibilities

• Program Coordination: Manage, strategize and track key initiatives across remote operations, including planning, timelines, and team coordination.

• Teleoperations Support: Collaborate with engineering and operations to improve how we monitor and assist robots remotely in real time.

• Vendor Collaboration: Manage the onboarding, training, and performance monitoring of teleoperations vendors and external support partners.

• Operational Documentation: Maintain clear and up-to-date documentation for processes, incident protocols, and tools used in teleoperations.

• Incident Support: Structure and improve the processes for responding to robot-related incidents or edge cases.

• Reporting & Metrics: Create operational metrics, such as intervention rates, resolution times, and system availability and monitor the performance of these metrics.

• Tooling Feedback: Work closely with product and engineering to provide operational feedback on remote control tools, dashboards, and workflows.

Qualifications

• 7+ years of experience in program coordination, project management, operations, or an equivalent role.

• Strong organizational skills and ability to manage multiple tasks and priorities.

• Excellent written and verbal communication skills.

• Comfortable working with data and using tools like spreadsheets or dashboards.

• Interest in robotics, autonomous systems, logistics, or remote support technologies.

• A collaborative, proactive mindset and eagerness to learn.

• Travel to visit vendor sites once a quarter is expected.

What Makes You Standout

• Exposure to remote operations, customer support, or technical field operations.

• Familiarity with Jira or other project management platforms.

• Experience working with third-party vendors or remote teams.

• Proficient with data tools like Excel, Google Sheets, or BI dashboards (SQL is a bonus, not a requirement).