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Atoms is building Physical AI—real-world robots for industries including food, mining, and transport. The company integrates hardware, software, AI, operations, manufacturing, and real estate to deploy intelligent systems at scale.
As Senior Program Manager for Hardware Issue Management, you will own the complete lifecycle of hardware anomalies discovered during lab testing, production, and field deployment. This is a hands-on role based in the garage and test sites, working daily with technicians, test operators, field engineers, and resolution teams.
Key responsibilities:
• Issue Intake: Manage all pathways for hardware issues from the garage, lab, test benches, vehicles in service, and supplier/incoming inspection findings.
• Issue Tracking: Own the Linear tracker structure—teams, projects, workflow states, labels, templates, intake forms, routing, sub-issue relationships, and views for different audiences.
• Triage: Run daily triage on incoming issues, setting severity and priority, identifying trends, assigning owners, next actions, and committed closure dates.
• Closure: Drive issues through verified closure with engineering, manufacturing, supply chain, and field teams. Define closure criteria and reopen as needed.
• Process: Maintain severity/priority definitions, escalation paths, and service-level agreements for triage and closure.
• Reporting: Publish hardware status on fixed cadence—open volume, aging, closure rates, top issues by severity/frequency, and blocked items with escalations.
• Automation: Use Linear's GraphQL API, integrations, and automation rules to reduce manual work and keep records current via Slack intake, status sync, and automated reporting.
Required qualifications:
• Bachelor's degree in engineering or technical field, plus 2+ years in program management, engineering program management, or equivalent hands-on experience.
• Demonstrated end-to-end ownership of issue/defect management in hardware or physical product environments.
• Experience administering issue trackers (Linear, Jira, or equivalent)—workflow design, taxonomy, labels, permissions, templates, reporting.
• Track record migrating teams onto trackers, including data migration, cutover, and adoption.
• Cross-functional issue closure against committed dates.
• Knowledge of structured problem-solving (8D, 5-Why, fishbone, root cause analysis).
• Direct experience with technicians, test operators, or field service teams.
• Operational process design and adherence measurement.
• Data fluency: SQL for fleet data, GraphQL or scripting for tracker APIs.
• Strong written communication for technical and executive audiences.
• Ability to work onsite five days per week in San Francisco, with regular garage time and travel to test/deployment sites.
