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Robot Operations Center Supervisor - Overnight
Austin, Texas, United States
Role Overview
The Overnight Operations Supervisor is responsible for overseeing overnight operations across all active sites. This role ensures adherence to operational standards, provides shift leadership support to TSSRs and Incident Commanders (ICs), and serves as the primary escalation point during off-hours. The Supervisor plays a key role in continuity, documentation, quality control, and leadership development.
Core Responsibilities
- Supervise and support overnight team (TSSRs and ICs) to uphold shift execution, communication standards, and escalation protocols.
- Serve as the senior-most decision-maker during overnight shifts.
- Review and approve critical overnight Operator Insight Notes, SEV escalations, and ticket documentation.
- Monitor team performance (call handling, ticket quality, alert response) and document wins/gaps.
- Lead daily shift handoff documentation to daytime leadership including unresolved issues, escalations, and team performance highlights as well as flagging trends.
- Coach and guide ICs in-the-moment when handling incidents or deviations.
- Identify training opportunities and work with ROC Managers to improve overnight execution.
Ideal Candidate Profile
- 3+ years of experience in a Technical Support, Engineering or Customer Service role
- 1+ years of demonstrated experience effectively managing a team, delegating tasks, and guiding team members towards achieving business goals preferred
- Strong analytical skills to make informed decisions regarding complex technical issues and resource allocation.
- Prior experience in 24/7 operations.
- Strong communicator, highly organized, confident in written shift documentation.
- Familiarity with ticketing systems and escalation frameworks.
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