Remote Operations Center Supervisor

Exol•Wilmington, MA

4d•$87,000 - $119,900•Onsite

About The Position

Symbotic is seeking a ROC Supervisor to support the day-to-day operations of Symbotic's Remote Operations Center (ROC). This role is responsible for leading frontline ROC team members, supporting remote system operations, analyzing system performance, and driving operational consistency across the automation network. The ROC Operations Lead will provide hands-on leadership, assist with root cause investigations, support process improvements, and partner with cross-functional teams to resolve operational challenges. We seek a leader who is passionate about operational excellence, team development, customer support, and continuous improvement in a fast-paced automation environment. Symbotic is seeking for a Remote Operations Center Supervisor to join our Remote Operations Center team within our Customer Site Operations and Customer Experience organization. Your job will be to lead frontline operators, coordinate daily remote operations, and drive consistent execution across Symbotic’s automation network. This is an onsite position based at Symbotic’s headquarters in Wilmington, MA. The expected schedule is Monday through Friday, approximately 8:00 a.m. to 5:00 p.m. Because this person will lead operators supporting a 24/7 operation, flexibility is required to address callouts, coverage needs, and high-priority operational events. The Remote Operations Center supports the performance and continuity of Symbotic’s automated systems through remote system operations, performance monitoring, root cause analysis, and operational coordination. The team partners with onsite operations and cross-functional stakeholders to resolve issues, improve processes, and establish consistent Control Center practices across the automation network.

Requirements

Bachelor's degree in Supply Chain, Manufacturing, Industrial Automation, Business Administration, Industrial Engineering, or related field required; equivalent work experience may be considered.
Familiarity with, or ability to quickly learn, Symbotic's Control Center and operational systems.
Minimum 3 years of related functional experience in operations, logistics, manufacturing, industrial automation, robotics, supply chain, or a related environment.
Minimum 1 year of direct management, supervisory, or team leadership experience.
Knowledge of automation, robotics, manufacturing operations, distribution operations, or equivalent operational environments.
Understanding of operational metrics, KPI tracking, and performance management.
Ability to identify trends, support root cause investigations, and recommend solutions using data-driven decision making.
Flexible working hours, overtime, and shift-based work may be required.
Ability to support process improvements, standardization efforts, and documentation development.
Demonstrated leadership skills with the ability to motivate and influence teams.
Ability to direct and guide employees' daily work activities and operational priorities.

Nice To Haves

Up to 10 - 15% of travel may be required, travel during onboarding/training will be up to 100%. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.
The ROC is a 24/7 operation. Dependent on shift schedules, there may be situations when you are working independently in an office environment.
Dependent on shift schedules, there may be situations when you are working in an isolated situation at night.
During required travel for training and to visit facilities the following may apply:
There will be steep stairs to climb into the structure. You may be required to routinely walk up and down stairs to navigate the automation structure.
You may regularly be near railings that are high off the ground.
Subject to environmental conditions, protection from weather conditions but not necessarily temperature changes. Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit.
The employee may be required to work at heights of up to 45 feet and within restrictive areas of 24 inches. Where you may need to be able to stand, climb, balance, stoop, kneel, crouch, or crawl.
Must be capable of occasional and/or continuous feeling, seeing, hearing, bending, twisting, stooping, pushing, pulling, balancing, gripping, climbing, crawling, sitting, handling objects, and repetitive movement using both hands and feet.
Must comply with all safety requirements and protocols, including without limitation Lock out tag out safety protocols and fall protection safety protocols.

Responsibilities

Lead, coach, and support ROC operators responsible for remote system operations, system monitoring, and root cause analysis.
Coordinate daily ROC activities to ensure consistent execution of processes, workflows, and operational standards.
Act as a working supervisor, providing hands-on operational coverage during callouts, absences, vacations, and high-priority events.
Analyze system performance, identify trends, support investigations, and recommend data-driven solutions.
Drive the standardization and continuous improvement of ROC processes, procedures, documentation, and best practices.
Communicate operational updates, performance trends, and key issues to ROC leadership and cross-functional stakeholders.
Partner with onsite operations teams to share lessons learned, improve workflows, and reduce operational variability.