Note: The job is a remote job and is open to candidates in USA. Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. The Robotics Project Manager will support the Director of Robotics Program Management and cross-functional teams by ensuring smooth post-deployment operational success and managing documentation and ticketing processes.
Responsibilities
- Serve as the primary point of contact with Field Operations on behalf of Program Management. Improve communication and response times across Field Operations, vendors, and the Robotics department from site scheduling through post-deployment operations and end-of-life support
- Maintain accurate, up-to-date records in the required tools and ticketing system. Responsible for SOP builds, lead SOP reviews with the Director and Program Managers, and continuously maintain and improve SOPs
- Review robot performance, review inbound ticket queue, if robot is performing poorly and does not have a ticket created, create and work the ticket. This supports Program Managers by ensuring every instance of poor performance has a ticket for root cause analysis, trend tracking, and resolution tracking to turn into a FAQ document
- Monitor ticket activity to prevent stalled issues. Escalate concerns when progress has not been made on areas outside of Robotics control. Identifies trends in common issues and required resolutions to improve processes and documentation
- Review client provided blueprints, escalate any missing information to the client. Transfer blueprints from client SharePoint to in-house SharePoint. Develop a process to mark blueprints in AutoCAD or similar software that clearly identifies all cleaning zones. Manage work output from call center staff and adjust process as needed to ensure the cleaning zones are completed on time, accurate, and fully approved by Program Management prior to robot mapping visits
- The role will receive a lot of ad hoc requests from varying levels of leadership and will need to be able to balance those ad hoc requests in addition to the required duties listed above
Skills
- High School Diploma, additional education is a plus but not required
- 2-4 years prior experience in program, project or operational coordination or management
- Managing processes, tools, and methods within a fast-paced managed services environment
- Scaling programs from hundreds to thousands of locations with operational success as the end goal
- Continuous improvement methodology
- What is required for a standard operating procedure to be successful
- Intermediate Excel: VLOOKUP/XLOOKUP and creating Pivot Tables
- Intermediate PowerPoint: Creation, formatting, and presentation
- Intermediate Word: Inserting changes within an existing document without ruining formatting, and updating indexes
- Ability to present and lead meetings with Directors
- PMO methodology and project delivery frameworks
- Budget vs. actual analysis and burn rate tracking
- KPI (Key Performance Indicators) reporting
- Time management
- Develop effective SOPs
- Ticket queue management
- Strong verbal and written communication skills
- Ability to communicate clearly, concisely, and professionally
- Ability to manage multiple priorities and balance competing demands
- Organized
- Escalation management and critical issue resolution
- Driving organizational alignment across competing priorities
- Process improvement identification and implementation
- Strong organizational and critical-thinking skills
- Adaptable in fast-paced environments where priorities change quickly
- Risk management and risk communication
- Identify roadblocks proactively and escalate issues appropriately
- 2-4 years of prior technology experience
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