Regional Manager Jobs

At Ocado Intelligent Automation

Remote, USA

Who We Are

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division.

The Ocado Solutions division is responsible for providing Ocado's innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.

Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with Kroger to help it redefine the grocery customer experience in the United States through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.

Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

What you'll do:

• Manage customer needs and contract requirements, resources required and deliverables.
• Directly manage a team of support staff for your region
• Work closely with all departments in Ocado OIA to ensure the success of the organization.
• Proven track record in support amd troubleshooting robots
• Support the team to maintain/exceed SLAs
• Conduct interviews, manage agency relationships, and manage staffing levels
• Manage all support operations for your region and back up other regions as required
• Review weekly/ monthly reports to identify areas of improvements
• Represent support team in meeting
• Ensure mapping of site resources and activities and manage as per timelines and budget constraints.
• Responsible for monitoring and maintaining inventory for the region
• Providing 24/7 support to the support team and our customers
• Training and coaching support staff on processes and SOPs
• Travelling about 25% across Canada and USA
• Responsible for supporting team when escalating major incidents

What you bring:

• Experience hiring and working with contractors
• Previous leadership experience in a geographically dispersed environment
• Highly developed communication skills, both written and verbal, including an ability to prepare high level reports to Executives and external parties.
• Excellent project management, analytical, problem solving, communication and organization skills

Bonus Skills:

• Previous experience supporting a fleet of robots
• Experience with Freshdesk or equivalent incident management tool
• Experience with warehouse automation and/or robotics

Physical Activities:

• Communicating with others to exchange information.
• Adjusting or moving objects up to 30 pounds in all directions. Work that includes moving objects up to 100 pounds or more.
• Moving between worksites to accomplish tasks in tight and confined spaces.
• Ascending or descending ladders and stairs.
• Remaining in a stationary position, often standing or sitting for a prolonged period.

Environmental Conditions:

• Low temperatures and noisy environments.

Qualification Skills

• Experience working with google docs, sheets, email
• Five years experience
• Supervisor experience
• Experience providing Customer Service using a ticketing system
• College Diploma or equivalent experience

Location

This position is based remotely in the US

For a sense of who we are and what we deliver we invite you to explore online to learn more about Ocado Technology and Ocado Engineering, which directly support the Ocado Solutions division, and take the next step in what will be an amazing career with us.

Learn about our partnership with Kroger:

• Meet Ocado, Kroger's Newest Weapon in Its Grocery Delivery War with Amazon and Walmart
• Check out this video about our advanced robotics technology
• Kroger Bets on Robots With Ocado Deal

Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.