Director of Global Customer Operations & Fulfillment (Robotics)

Location: Waltham, Massachusetts, United States; onsite, remote, or hybrid arrangements are described. Candidates must be eligible to work in the United States. Travel is up to 25% when based at headquarters and up to 75% when based remotely or in a hybrid arrangement.

Salary: $195,000–$255,000 annually, plus an annual bonus structure.

Company

hirify.global develops advanced robotics fleets for dynamic, mission-critical environments.

What you will do

• Lead Tier 1–3 customer and technical support, escalation management, ticket triage, and global queue coverage.
• Direct depot repair operations, hardware refurbishment, safety compliance, RMA workflows, and repair margin optimization.
• Manage field support engineers, mobile technician dispatch, diagnostic equipment, calibration, and on-site safety protocols.
• Oversee global 3PL/4PL logistics networks, spare-parts movement, forward stocking, replacement units, and consigned inventory audits.
• Lead serviceability engineering collaboration with Product and R&D teams and convert failure data into preventative maintenance and design improvements.
• Own support metrics including MTTR, FCR, CES, SLAs, fleet utilization, and customer renewal outcomes.

Requirements

• 15+ years of leadership experience in technical support, field service, depot, or customer logistics operations.
• Experience scaling immature processes into disciplined, SLA-driven support and fulfillment structures.
• Demonstrated experience managing global 3PL/4PL service-parts networks, forward-stocking depots, and fulfillment SLAs.
• Advanced fluency with Salesforce Service Cloud, JIRA, CRM databases, and engineering ticket systems.
• Experience managing technical engineering teams, warehouse or depot operations, and logistics networks.
• BS in Mechanical, Electrical, Industrial, or Robotics Engineering, Supply Chain Management, or an equivalent technical background.

Nice to have

• Experience in medical devices, aviation, telecom, or advanced industrial automation.
• Player-coach approach, strong analytical rigor, cross-functional communication, and disciplined execution during customer escalations.

Culture & Benefits

• Medical, dental, and vision benefits.
• 401(k) plan and paid time off.
• Annual bonus structure.
• Regular travel to regional depots, field-service accounts, and logistics partner hubs.