Service & Support Operations Manager

Job Description

Job Description

The Company :

We understand that general purpose and generally intelligent robots are going to be built in our lifetimes. Not content to sit on the sidelines, we work efficiently towards this goal by combining human and artificial intelligence into something greater than the sum of its parts — a Tutor Intelligence.

Founded by MIT alumni and backed by the best investors in AI and robotics, Tutor is building the world's largest fleet of generally capable robot workers for American factories and warehouses.

Job Summary :

We’re hiring a  Service & Support Operations Manager  to lead our team of robot operators across multiple shifts and locations. This person will be responsible for running a 24 / 7 operation that includes real-time robot monitoring, data labeling, remote error recovery, and customer support escalation. You’ll own scheduling, staffing, and performance management across time zones, and will be expected to maintain high operational uptime and quality standards.

You’ll design and enforce playbooks, manage incident response and alerting workflows, and coordinate closely with engineering to drive fast, reliable recovery from operational issues. The ideal candidate has experience managing shift-based teams in high-reliability environments such as network operations centers, customer service organizations, or data operations teams.

This is a hands-on leadership role that demands excellent judgment, process discipline, and a bias toward action.

Requirements

• 2+ years experience managing hourly or shift-based teams in a fast-paced operations environment (e.g. manufacturing, warehouse, call center, NOC, or data operations)
• Proven ability to hire, train, schedule, and retain reliable staff across multiple shifts and time zones
• Demonstrated success enforcing performance standards and addressing personnel or process issues directly
• Experience managing live operations, incident response, or alert-based workflows using defined playbooks
• Comfortable tracking, reporting, and acting on operational metrics (uptime, response time, throughput, quality, etc.)
• Highly organized and detail-oriented, with strong follow-through on scheduling, documentation, and escalation processes
• Excellent written and verbal communication — clear, concise, and direct
• Hands-on mindset, willing to step in during peak demand or incidents to ensure service continuity
• Willing and able to work occasional irregular, late, or extended hours to coordinate with all shifts and maintain 24 / 7 coverage

Tutor offers competitive benefits including fully employer-covered health and dental insurance, a managed 401(k), and regular in-office meals. We host social events and maintain a collaborative, low-ego work culture where people are trusted to take ownership and solve real problems. Tutor is an equal opportunity employer and welcomes applicants from all backgrounds.