About the job
About Rapyuta Robotics:
At Rapyuta Robotics, our core value is 'Empathy'. We strive to automate arduous, dirty, and dangerous tasks, enabling individuals to engage in more intelligent and creative work. By harnessing cutting-edge control technology and artificial intelligence, we develop advanced robotics platforms and solutions for businesses, supporting their implementation and operational needs.
We have raised over ¥10 billion and continue to experience year-on-year growth. Our team consists of over 200 international members from more than 30 countries, with operations based in Japan, India, and the United States.
We are currently seeking passionate and talented individuals to further drive the robotics revolution.
Main Responsibilities:
- Ensure customer success and operational support levels.
- Manage the Field Engineer (FE) team, external partners/vendors, and oversee Business Analysts (BA), Data Engineers (DE), and customer support teams in China and India.
- Directly supervise the operations team and vendor management, ensuring prompt 24/7 response through shift management, performance evaluations, and skill enhancement training.
- Maintain a zero percent churn rate and proactively manage customer satisfaction through data-driven insights.
- Monitor key performance indicators (KPIs) related to customer sites and implement improvement plans swiftly when the system performance falls below expectations.
- Lead regular reporting to customer management as the Site Owner, utilizing analytical reports for customer success proposals.
- Drive data-driven operations, collaborating closely with the data team to identify productivity bottlenecks and root causes.
- Enhance operational transparency through shared dashboards and site-specific custom dashboards.
- Identify potential expansion and upsell opportunities based on operational data analysis and connect with the sales team.
- Develop a hybrid resource strategy to effectively manage fluctuating workloads.
- Optimize cost structures while maintaining high service levels and contribute to improving gross margin and P&L.
- Ensure a smooth transition from project deployment to operational phases and establish effective communication channels with customers.
