Command Center Operator

Who We Are

With its A.I.

-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

Symbotic is currently seeking a talented ROC Operator who will remotely monitor specific functions and operations of our automated material handling system, assist in coordinating on‑site troubleshooting efforts, and help escalated systematic issues to internal subject matter experts. This person will drive continuous improvement by identifying root causes and partnering with cross‑functional teams to execute performance criteria for the automation system.

The Remote Operations Center (ROC) provides remote support to field operations and systems across various locations. The work itself is performed 100% onsite at our Wilmington, MA office. The term “remote support” refers to the nature of the assistance you’ll be providing, not the location you’ll be working from.

• Remotely monitor automation system performance and availability through collaboration and active communication with the onsite team.
• Enhance local control center operations through active communication, acceleration of control center workflows, and escalated incident response time.
• Remotely manage specific automation system use cases and determine best course of action to maintain system up‑time, performance, and availability.
• Develop standard operating procedures and documentation to drive performance enhancements, adjusting to changing business conditions as required.
• Drive and maintain a professional teamwork environment by working with members of the technology, operations, and onsite teams.
• Participate in initiatives for continuous improvement, standardization, and improvement of the warehouse automation solution.
• Define best practices and design operating model procedures for the Remote Operations Center.
• Effectively communicate and troubleshoot software issues with off‑site Symbotic software engineers and on‑site Symbotic and customer teams.
• Become a remote software expert by gaining an excellent understanding of system interrelations and consequences.
• Assess cause of automated robotic vehicle failure, examine log files, take detailed notes, and alert service personnel.

• Associate or bachelor's degree in Logistics, Supply Chain, Manufacturing, Industrial Automation, or equivalent work experience.
• Minimum of 3 years in a computer or automation environment desired with strong knowledge of automation, warehousing, and business processes.
• A desire to learn new equipment and assist team members as needed.
• Opens receptive to critical feedback and recognition.
• Ability to multi‑task and perform multiple job functions simultaneously.
• High sense of urgency.
• Effective detail‑oriented communication skills.
• Strong leadership skills with ability to motivate cross‑functional or cross‑facility groups.
• Ability to direct and guide employees in daily standard work.
• Experience developing standards, processes, and documentation for problem resolution using data‑driven decision making.
• Understanding of drivers of system performance and ability to report on trends, problems, and present solutions.
• Proficiency in written and verbal English.

• This role is 100% onsite at our Wilmington, MA location.
• Shift‑based role with typical 12‑hour shifts; shift schedule determined by team structure, customer, and business needs.
• Up to 5% travel may be required; travel during onboarding/training up to 100%.
• A valid driver’s license is required, and you must be able to drive or fly to customer locations.
• Expenses for travel are payable by personal credit card and reimbursed bi‑weekly.
• The ROC operates 24/7. Depending on shift schedules, you may work independently in an office environment or in isolated situations at night.
• Shallow stairs may be present; frequent walking up and down stairs to navigate the automation structure may be required.
• You may work near railings that are high off the ground.
• Work conditions may expose you to…