Community / Program Manager

Description

Intuition Robotics develops ElliQ, an AI-powered companion robot designed to support older adults in living healthier, happier, and more independent lives. ElliQ combines advanced AI with a multimodal user experience, including conversation, visual interfaces, movement, sound, and lighting, creating unique and engaging HRI (human robotics interaction) experiences.

Founded in 2016, Intuition Robotics launched ElliQ commercially in 2022 and has since experienced significant growth. The company has raised over $83M from leading institutional and corporate investors, including Woven Capital (Toyota's growth fund), Toyota Ventures, Samsung NEXT, OurCrowd, Terra Ventures, and Sompo.

About the Role

We are seeking a highly motivated, empathetic, and organized Beta Community Program Manager to launch and lead our user testing initiative in Japan. Our product is an innovative social robot designed to provide companionship, safety, and cognitive engagement for older adults aging in place.

As the Beta Community Program Manager, you will build and cultivate a dedicated community of ElliQ older adult users. This group will receive ElliQ, the companion robot, for their active, rigorous participation. Your mission is to establish a "friendly but uncompromising" feedback loop, ensuring our users feel deeply supported, while extracting the candid, high-quality insights our product team needs to refine the experience.

This is a fantastic opportunity for a sharp graduate, a current university student, or an early-career professional looking to make a tangible impact on the future of eldercare technology.

Key Responsibilities

1. User Acquisition, Screening & Onboarding

• Recruitment Strategy: Define the criteria and lead the outreach to find suitable older adults across Japan.
• Screening & Selection: Vet applicants to ensure they are tech-capable enough to participate, committed to providing feedback, and fit our target demographic.
• Onboarding: Create a seamless, warm, and clear onboarding experience for the participants and their families, managing expectations regarding their obligations to the program.

2. Asset & Content Creation

• Program Materials: Draft and design onboarding guides, FAQs, instruction manuals, and engagement newsletters tailored to an older demographic.
• Communications: Manage regular touchpoints with the community via phone calls, mail, email, or messaging apps to keep engagement high.

3. 3. Feedback Mechanism & Proactive Engagement

• Insight Collection: Design, deploy, and manage the feedback pipeline, including regular surveys, structured interviews, and bug-reporting channels.
• Proactive Phone Outreach: Conduct regular, proactive check-in phone calls with participants to build rapport, gauge satisfaction, and gather qualitative feedback that might not come through text-based surveys.
• Data Synthesis: Translate raw user feedback, phone insights, and complaints into actionable, structured data points.

4. Technical Support & Logistics (The Single Point of Contact)

• First-Line Tech Support: Act as the primary, friendly point of contact for users experiencing technical glitches, hardware issues, or connectivity problems. Troubleshoot issues patiently over the phone or via messaging.
• Escalation & HQ Collaboration: Document and escalate complex technical or logistical issues to the Global Customer Success and Engineering teams (HQ), serving as the bridge between the user and the developers.
• Hardware Logistics: Coordinate the delivery, return, and replacement of the robots as needed.

Requirements

• 1 weekly status meeting with the managment (2-hr)

Education & Experience

• Education: Degree (or currently pursuing a degree) in Psychology, Sociology/Gerontology, Human-Computer Interaction (HCI), Product Design, or Business/Marketing.
• Tech Savvy: A strong background in or passion for digital products, consumer tech, or robotics. You should be comfortable learning new software platforms quickly.

Skills & Competencies

• Cultural & Demographic Fluency: Deep understanding of Japanese culture, societal norms regarding the elderly, regional geography, and communication styles suitable for older generations.
• Communication:
• Japanese: Native or bilingual proficiency (written and spoken) to communicate with users and local partners.
• English: Professional working proficiency to collaborate with Global HQ and product teams.
• Soft Skills: High empathy, patience, exceptional organizational skills, and a proactive "get things done" mindset.

Preferred (Nice to Have)

• Experience in community management, customer support, or managing social network groups.
• Prior experience working or volunteering with older demographics.

What We Offer

• The chance to shape a product that directly combats loneliness and improves the quality of life for seniors.
• Direct exposure to international product and engineering teams.
• Flexible working arrangements (suitable for a student or recent graduate).

Estimated Capacity:

• First month - onboarding and training: Full time
• Onboarding and Product intro
• Know your users
• CS and Community: Procedures, applications, data tools, user communication
• Nesting / Shadowing real CS calls and ticket handling
• 1 weekly status meeting with the Team (2-hr)

In a nutshell

We are seeking a highly motivated, empathetic, and organized Beta Community Program Manager to launch and lead our user testing initiative in Japan. Our product is an innovative social robot designed to provide companionship, safety, and cognitive engagement for older adults aging in place.