Deployment Operations Specialist

2 weeks ago

San Mateo, Philippines Skild.ai Full time

At Skild AI, we are building the world's first general purpose robotic intelligence that is robust and adapts to unseen scenarios without failing. We believe massive scale through data-driven machine learning is the key to unlocking these capabilities for the widespread deployment of robots within society. Our team consists of individuals with varying levels of experience and backgrounds, from new graduates to domain experts. Relevant industry experience is important, but ultimately less so than your demonstrated abilities and attitude. We are looking for passionate individuals who are eager to explore uncharted waters and contribute to our innovative projects.

Position Overview

As a Deployment Operations Specialist, you will be the connective tissue between customers, product, and engineering teams. You will ensure that our robotic systems deliver consistent value in the field, proactively resolve operational challenges, and build processes that scale. This role requires a unique mix of technical acumen, customer empathy, and operational rigor.

Responsibilities
  • Customer Site Operations: Oversee daily operations at customer locations, ensuring robotic systems function reliably and meet service expectations.
  • Customer Satisfaction: Enhance the customer experience during deployments by identifying pain points, driving solutions, and ensuring smooth handoffs between teams.
  • Change Management: Manage customer change requests, clearly communicating schedule and budget impacts to all stakeholders.
  • Issue Management: Act as the supporting point of contact for escalated technical issues, including root cause analysis and early detection of system anomalies.
  • Field Testing & Maintenance: Assist with site mapping, on-site system testing, preventative maintenance, and upgrades to ensure long-term reliability.
  • Performance Reporting: Compile, analyze, and present operational performance metrics (e.g., task success rates, system health) for regular reviews. Transition check-ins from weekly (during pilot) to monthly or quarterly for steady-state operations.
  • Process Improvement: Identify, design, and implement process improvements that enhance operational efficiency and customer outcomes.
  • Training & Enablement: Coordinate customer training sessions and establish scalable support models for customer success teams.
  • Travel: Spend up to 20% of your time traveling to customer sites for deployment support, operational reviews, and field testing.
Preferred Qualifications
  • 6+ years of experience in product operations, technical operations, or field deployment (preferably robotics, hardware + software systems, or complex enterprise SaaS).
  • Strong technical problem-solving skills with the ability to quickly learn complex systems.
  • Proven track record of supporting cross-functional customer stakeholders, product, and engineering.
  • Excellent communication and organizational skills with the ability to distill complex issues into clear updates.
  • Experience with performance metrics reporting, root cause analysis, and operational process improvement.
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