Head of Customer Operations

BlueCargo; New York (NY); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Medical benefits

Unlimited PTO

Flexible work environment

Global team

Job summary

BlueCargo is seeking a seasoned Head of Customer Operations to set the strategic direction for freight audit services, scale the team, and deliver high-quality service to enterprise customers. You will own the ops roadmap, design automation-first processes, and partner directly with the founders to drive company-wide execution.

This is a high-leverage role for someone who wants to build, not just manage, and leave a real mark on how a fast-growing startup operates.

Qualifications

• 10+ years in international logistics or operations.
• At least 3 years in a leadership role managing managers.
• Strong strategic thinking and data-driven decision making.
• Excellent executive presence and cross-functional influence.

Responsibilities

• Set the vision and execution plan for freight audit operations across the customer portfolio.
• Build, develop, and lead a team of Customer Operations Analysts and Logistics Team to support growth.
• Architect repeatable, automation-first processes; define SLAs and key metrics.
• Collaborate with product, engineering, and business teams to balance automation with human input.
• Own the OKR framework for operations; surface insights and drive performance improvements.
• Partner with leadership on resource planning and long-term scaling decisions for the service offering.

Skills

Logistics/Operations leadership

Strategic planning

Data-driven decision making

Executive communication

Job description

BLUECARGO
BlueCargo is revolutionizing the logistics industry with solutions that streamline freight audit processes and track millions of containers worldwide. Founded by two female entrepreneurs from Y Combinator's 2018 batch and backed by a Series A in 2022, we have strong product-market fit, an established platform, and thousands of daily active users, and we're entering our next phase of growth.

If transforming logistics with cutting-edge technology excites you, we'd love to connect. We're looking for a seasoned operations leader to own and scale the customer-supporting function of the business.

Opportunity Overview

Role Overview

As Head of Customer Operations, you'll set the strategic direction for our freight audit service; defining how we scale, automate, and deliver exceptional quality across our enterprise customer base. You'll lead a growing team, shape our operational infrastructure, and partner directly with the founders to drive company-wide execution.

This is a high-leverage role for someone who wants to build, not just manage, and leave a real mark on how a fast-growing startup operates.

Key Responsibilities

• Own Operational Strategy: Set the vision and execution plan for freight audit operations across our customer portfolio.
• Build & Scale the Team: Recruit, develop, and lead a team of Customer Operations Analysts and our Logistics Team; optimize the org structure to support 2–3x volume growth.
• Architect Systems for Scale: Design repeatable, automation-first processes; define SLAs and the metrics that matter.
• Drive Cross-Functional Alignment: Act as the operational voice in product, engineering, and business team discussions; identifying where automation unlocks efficiency and where the human in the loop is irreplaceable.
• Own the Numbers: Build and own the operational OKR framework; surface insights and lead resolution when performance trends off-track.
• Partner with Leadership: Contribute to company strategy, resource planning, and long-term decisions around scaling our service offering.

Ramp Plan

• You step into the seat of our team firsthand by managing your own portfolio for 3-6 months before replacing yourself long term as you scale the team for success.

Qualifications

• 10+ years in international logistics or operations, with at least 3 years in a leadership role managing managers.
• Proven track record building scalable systems and teams in a high-growth environment.
• Strategic thinker who can translate ambiguity into clear priorities and action.
• Deep fluency in operational OKRs and a data-driven approach to decision-making.
• Strong executive presence and communication skills; comfortable influencing across Product, Engineering, CS, and the C‑suite.
• Startup experience preferred; you thrive without a playbook.

What We Offer

• A seat at the table in a YC-backed company on a strong growth trajectory
• Medical benefits, unlimited PTO, and a flexible work environment
• An international, inclusive team that values collaboration and personal growth