Boston Dynamics · 4 months ago
Senior Manager, Global Support Enablement
Waltham Office (POST)
Full-time
Onsite
Senior Level
7+ years expBoston Dynamics is seeking an experienced and strategic Senior Manager, Global Support Enablement to lead and scale their third-party Certified Service Provider Program. This role involves defining the program's vision, developing global standards, and managing partner relationships to ensure high-quality service across all regions.
Artificial Intelligence (AI)RoboticsSoftware
Responsibilities
Define and execute the vision and roadmap for our third-party service provider program, from initial partner vetting and selection to onboarding, training, and ongoing performance management
Develop global standards, SLAs, and compliance frameworks to ensure a consistent and high-quality service experience across all regions
Identify, evaluate, and onboard new strategic partners who align with our quality standards and business goals
Act as the primary relationship owner and escalation point for our key partners, fostering strong, collaborative relationships and driving continuous improvement
Establish and monitor key performance indicators (KPIs), such as repair turnaround time, first-time fix rate, and customer satisfaction, to ensure our partners are meeting and exceeding performance targets
Collaborate closely with internal teams (GSS, Customer Success, Integration Services, Engineering, Product Management and Sales) to seamlessly integrate partner operations with our internal service delivery model
Develop and implement strategies to expand our partner network into new, critical international markets and/or with high-value customers
Lead the negotiation of service agreements, pricing, and contract terms to achieve an optimal balance of cost-effectiveness and service quality
Qualification
Required
7-10+ years of progressive experience in service operations, partner/vendor management, or a related field within a hardware OEM, technology, or industrial setting
Proven track record of building and scaling third-party service programs or networks from the ground up on a global scale
Exceptional strategic and operational planning capabilities with a demonstrated ability to think globally and execute locally
Strong negotiation and contract management skills, with a talent for building and nurturing long-term relationships
Data-driven mindset with a deep understanding of setting up and using operational metrics and KPIs to drive performance
Outstanding cross-functional leadership skills and the ability to influence and manage stakeholders in a fast-paced, global environment
Preferred
Experience in consumer electronics, industrial hardware, robotics, or automation
Familiarity with international regulatory standards and compliance related to service operations
Company
Boston Dynamics
Boston Dynamics is an engineering company that specializes in building dynamic robots and software for human simulation.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$37MKey Investors
SoftBank
2020-12-09Acquired
2019-02-06Series Unknown· $37M
Leadership Team
Robert Playter
Chief Executive Officer
Marc Theermann
Chief Strategy Officer
Recent News
2026-01-08
2026-01-08
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