Head of Global Service & Pilot Operations

Roboticsconnected; Los Angeles (CA); On-site; USD 180,000 - 250,000; Full time

Job summary

Coco in Los Angeles is reimagining autonomous, last‑mile delivery with a growing fleet of robots. We seek a senior leader to own the 24/7/365 customer support function, pilot operations, and the governance of outsourced partners, ensuring safety, reliability, and scale across multiple sites.

You will build the operating system—training programs, QA frameworks, and audit mechanisms—while defining and tracking KPIs such as CSAT, first-response time, and escalation rates.

Qualifications

• 5+ years leading customer support, contact center, or operations at scale, including outsourced partners.
• Proven track record managing BPO relationships with SOWs, SLAs, QBRs, and partner accountability.
• Hands-on experience building the operating system of a service organization (training, QA, SOPs).
• Metrics-driven with defined KPIs and a proactive approach to data.
• Extreme attention to detail with processes to prevent recurrence and ensure quality.

Responsibilities

• Own Support Operations: lead 24/7/365 customer support across eaters, merchants, and public; set the standard for quality and reliability.
• Own Pilot Operations: lead global teleoperator workforce, ensuring safety, productivity, and onboarding through SOPs and training.
• Manage BPO partnerships: govern relationships, negotiate SOWs/SLAs, and run governance cadences (QBRs, scorecards).
• Build the operating system: create SOPs, curricula, QA programs, and audit mechanisms for scalable quality.
• Run on metrics: define and track KPIs (CSAT, first-response time, escalation rate, pilot productivity).
• Lead incident response: coordinate real-time triage with Engineering and City Ops; own post-mortems.

Skills

24/7 operations leadership

BPO management

SOP development

KPIs & metrics

Cross-functional leadership

Incident response

On-call readiness

Tools

CRM

Looker/Tableau/Sigma

Notion

Slack

Job description

Coco in Los Angeles is reimagining autonomous, last‑mile delivery with a growing fleet of robots. We seek a senior leader to own the 24/7/365 customer support function, pilot operations, and the governance of outsourced partners, ensuring safety, reliability, and scale across multiple sites.

You will build the operating system—training programs, QA frameworks, and audit mechanisms—while defining and tracking KPIs such as CSAT, first-response time, and escalation rates.