Head of Service Operations

Job description

Job responsibilities

• Own Support Operations : Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public.
• Own Pilot Operations : Lead Coco's global teleoperator workforce, scaling to hundreds of pilots across multiple sites worldwide.
• 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…
• 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.
• 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…

Job requirements

• 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.
• Proven track record managing BPO relationships: writing the SOWs, setting the SLAs, running the QBRs, and holding partners accountable to performance and quality standards.
• Hands-on experience building the operating system of a service organization—training programs, QA frameworks, SOPs, quality scorecards—not just inheriting them.
• 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…
• 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.
• Experience in autonomous vehicles, robotics, micro-mobility, food delivery, rideshare, or adjacent industries where service operations are safety-critical and public-facing.