Global Service Operations Leader

Coco; Los Angeles (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

Coco is seeking a Head of Service Operations to own 24/7/365 Support and Pilot Operations across global sites. You will set standards for quality, build and govern outsourced partnerships, and lead incident response to protect our scalable robot delivery platform.

You will define operating SOPs, training, QA, and dashboards that measure CSAT, response times, and pilot productivity, while maintaining strong cross-functional collaboration with Eng, City Ops, and partners.

Qualifications

• 5+ years leading customer support or operations at scale with 24/7 across multiple sites.
• Proven BPO/vendor management: SOWs, SLAs, QBRs, accountability.
• Hands-on building service org operating system: training, QA, SOPs, scorecards.
• Metrics-driven: set and hit KPIs with data.
• Extreme attention to detail; prevent recurrence and ensure quality.
• Strong cross-functional leadership with Engineering, City Ops, and platform partners.

Responsibilities

• Own Support Operations: Lead 24/7/365 customer support across eaters, merchants, and public, setting the bar for quality.
• Own Pilot Operations: Lead global teleoperator workforce, scaling to hundreds of pilots with safety and productivity focus.
• Manage the BPO partnerships: govern outsourced partners with SOWs, SLAs, QBRs, and escalation paths.
• Build the operating system: author SOPs, training, QA, and audit mechanisms for scalable quality.
• Run on metrics: define and track KPIs, build dashboards, report, and act on data.
• Lead incident response: triage escalations, coordinate with Eng and City Ops, drive post-mortems.

Skills

Customer support leadership

BPO management

Vendor management

Ops leadership

Metrics-driven

On-call readiness

Cross-functional leadership

Autonomous vehicles

Tools

CRM

Looker/Tableau/Sigma

Notion

Slack

Job description

Coco is seeking a Head of Service Operations to own 24/7/365 Support and Pilot Operations across global sites. You will set standards for quality, build and govern outsourced partnerships, and lead incident response to protect our scalable robot delivery platform.

You will define operating SOPs, training, QA, and dashboards that measure CSAT, response times, and pilot productivity, while maintaining strong cross-functional collaboration with Eng, City Ops, and partners.