Head of Service Operations

Roboticsconnected; Los Angeles (CA); In loco; USD 180.000 - 250.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

24/7 operations leadership

BPO management

SOP development

KPIs & metrics

Cross-functional leadership

Incident response

On-call readiness

Strumenti

CRM

Looker/Tableau/Sigma

Notion

Slack

Descrizione del lavoro

At Coco, we're reimagining last-mile delivery with a fleet of autonomous robots built for the real world. Our mission is to make delivery more accessible, reliable, and sustainable—one city at a time. We're already operating in Los Angeles, Chicago, Miami, Jersey City, San Jose and Helsinki, and we've completed hundreds of thousands of orders for thousands of merchants. But we're just getting started.

WHAT YOU'LL DO

• Own Support Operations: Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public. You set the bar for what great support looks like at Coco—responsive, professional, compassionate, reliable—and you instrument it relentlessly. When something goes wrong publicly, you are the person who makes sure it gets handled with speed and care.
• Own Pilot Operations: Lead Coco's global teleoperator workforce, scaling to hundreds of pilots across multiple sites worldwide. You are accountable for pilot safety, productivity, and consistency—from candidate evaluation through onboarding, training, certification, ongoing performance management, and the SOPs that govern safety‑critical behaviors.
• Manage the BPO partnerships: Both functions are delivered through outsourced partners. Build and maintain those relationships at the executive level, negotiate SOWs and SLAs that align partner incentives with Coco's quality bar, and run the governance cadence (QBRs, scorecards, escalation paths) that keeps everyone honest.
• Build the operating system: Author the SOPs, training curricula, QA programs, and audit mechanisms that make quality repeatable across thousands of interactions and millions of robot‑miles. The standards you set today are the standards Coco operates by at 10x the scale.
• Run on metrics: Define and track the KPIs that matter—CSAT, first‑response time, escalation rate, pilot productivity, cost per contact. Make the dashboards. Report up. Act on what they say.
• Lead incident response: When a public‑facing escalation, or SLA breach happens, you're the one driving the response—triaging in real time, coordinating with Engineering and City Ops, and owning the post‑mortem that keeps it from happening again.

BASIC QUALIFICATIONS

• 5+ years of experience leading customer support, contact center, or operations center functions at scale—at least some of which has been delivered through BPO or outsourced partners. You've run something that operated 24/7 across multiple sites.
• Proven track record managing BPO relationships: writing the SOWs, setting the SLAs, running the QBRs, and holding partners accountable to performance and quality standards. You know what good vendor management looks like, and you know how to course‑correct when it isn't there.
• Hands‑on experience building the operating system of a service organization—training programs, QA frameworks, SOPs, quality scorecards—not just inheriting them. You've taken a function from "it works because we hustle" to "it works because the system works".
• Metrics‑driven operating style: you set KPIs, track them rigorously, and self‑motivate to do whatever it takes to hit them. You don't need to be chased for numbers; you bring them.
• Extreme attention to detail: you notice when standards are slipping, you build processes to prevent recurrence, and you create a culture where quality is taken seriously by people who don't work for you directly.
• Strong cross‑functional leadership: comfortable working with Engineering on tooling and incidents, with City Ops on local execution, and with platform partners like Uber, DoorDash, Wolt, and Deliveroo on shared service standards.
• Willingness to be on call when the operation requires it; robot delivery doesn't stop at 5 PM, and neither do the people who keep it running.

PREFERRED QUALIFICATIONS

• Experience in autonomous vehicles, robotics, micro‑mobility, food delivery, rideshare, or adjacent industries where service operations are safety‑critical and public‑facing.
• Background scaling a function from a few dozen agents to several hundred across multiple geographies.
• Experience managing operations in multiple languages and time zones, including offshore and nearshore delivery centers.
• Direct experience with teleoperations, command centers, dispatch, or other live‑monitoring operations.
• Comfort with operational tooling (CRM, Looker/Tableau/Sigma, Notion, Slack).

Coco is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation