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Director of Service Delivery

At Bossa Nova we create service robots for the global retail industry. Our robots’ mission is to make large scale stores run efficiently by automating the collection and analysis of on-shelf inventory data. We drive autonomously through aisles, navigating safely among customers and store associates. If we were a self- driving car we’d be operating at level 5 autonomy.

Oh, we should add, it’s real, happening today, you can meet our robots in some of the world’s biggest retailers.

Position: Director of Service Delivery

Location: Pittsburgh, PA


The Director of Service Delivery reports to the Sr. Director, Operations Management Group and is responsible for implementing Bossa Nova's Robots as a Service (RaaS) strategy including deployment, fleet services, and operations center products. This individual will also assist in developing and executing field operations' strategic plan, managing key customer relationships, and driving process improvements . This position has great potential for growth in a rapidly growing company, will be highly visible, and requires the candidate to establish and manage expectations with customers, vendors, executives, and department leaders within Bossa Nova.


  • Develop and execute RaaS strategy and operational model
  • Work collaboratively with field operations leadership and program management to implement delivery of product portfolio
  • Work collaboratively with business teams on cost and sales forecasting, commercial contract development, and key customer account management
  • Develop and manage field operations budgets and perform complex financial analyses
  • Oversee the creation and implementation of policies and procedures to ensure consistency with customer needs, company goals, industry best practices, and regulatory requirements
  • Establish metrics and KPI's for all key elements to assess the quality of products and drive process improvements
  • Interface with business, engineering, and service teams to provide input and insight into customer solutions that are not standard product offerings
  • Identify and communicate resource needs and gaps for successful product delivery
  • Lead cross-functional teams to perform root cause analyses and develop and execute process improvement initiatives


  • Bachelor’s Degree in a technical discipline (or equivalent experience)
  • 7 to 10 years implementing process improvement initiatives
  • 7 to 10 years managing programs in a mission critical operations environment
  • Experience leading large transformational change and operational improvements
  • Experience managing large, high-functioning teams (including hourly, remote, and contract personnel)
  • Experience with international business development including establishing offices on-shore and off-shore
  • Experience in creating, negotiating, and managing 3rd party contracts
  • Ability to assimilate and understand complex systems to provide clear direction and detailed updates to stakeholders
  • Ability to manage and work both independently and collaboratively with others in a remote workforce environment
  • Experience with retail business environments
  • Ability to operate in a fast moving environment with tight deadlines
  • Ability to cope well under pressure
  • Excellent verbal, written, and interpersonal communication skills
  • Proficiency in using G-Suite and Windows-based computer applications

Preferred Experience

  • Master's degree in a technical discipline or MBA
  • Lean-SixSigma Black Belt
  • PMP certification
  • Experience with Jira and SalesForce
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