Head of Bedrock Operations Center

Job description

## Join the team bringing advanced autonomy to the built world At Bedrock, we're moving AI out of the lab and into the real world. Our team includes veterans who helped launch Waymo, scaled Segment to a $3.2B acquisition, and grew Uber Freight to $5B in revenue. Today, we're deploying autonomous systems on heavy construction equipment across the country, improving safety on job sites and accelerating schedules on critical infrastructure projects. We're not here debating the future of AI. We're deploying it in the real world. In just two years, we've raised $350M and achieved the first fully autonomous excavator deployments in construction. This is where algorithms meet steel-toed boots. You'll work alongside construction veterans and world-class engineers to solve physical-world problems that simulations can't touch. If you're ready to do meaningful work on hard problems, we'd love to have you join us. ## ABOUT THE ROLE We are seeking a Head of Bedrock Operations Center (BOC) to build and lead the central, always-on hub that oversees our deployed autonomous machines. As the Bedrock System deployments scale across new states, new machine types, and a next-generation platform, the BOC is how we keep every machine safe, productive, and supported around the clock. This role owns three core functions: Remote Assistance, supporting autonomous machines in real time when they need a human decision; Customer & Partner Support, the single front door for customers, partners, and field teams; and Central Operations, which provides live visibility, dispatch coordination, and incident coordination and command. The Head of BOC owns the Operations Center's operating model, organization, tooling requirements, performance, and manpower oversight. The BOC is accountable for the safe remote operations, uptime, and responsiveness our customers experience. Reporting to the VP of Operations, this leader is a critical thought partner to Product and to Operations Leads across the company. ## WHAT YOU'LL DO Operations Center Strategy & Build-out - Define the BOC operating model, org structure, and coverage model (shifts, time zones, follow-the-sun) as the fleet scales - Build and lead the BOC leadership team and a growing workforce of shift leads and specialists - Own workforce planning and ensure adequate, qualified staffing; Partner with Product and Engineering on machines-per-operator ratios against fleet growth, product mix, and new machine types - Own the physical and technical readiness of the Operations Center, including infrastructure, redundancy, connectivity, and business continuity Remote Assistance - Own round-the-clock remote operations for autonomous machines, including response-time SLAs, escalation protocols, and clear decision authority - Establish safety-first standards for remote interventions, remote stops, and hand-offs to on-site personnel, in partnership with Safety teams - Build training, certification, and quality-assurance programs for remote assistance operators - Analyze intervention data and partner with Autonomy Engineering to reduce interventions and improve machine autonomy over time Customer & Partner Support - Build and lead a tiered support function (L1 / L2 / L3) with clear escalation paths into Field Operations, Service, Hardware, RA, and/ or Engineering - Define and deliver support SLAs tailored to each product line and customer commitment - Own ticketing, knowledge base, and customer communication standards; turn voice-of-customer trends into fixes - Partner with the Commercial team on customer onboarding, service commitments, and account health Central Operations / Command & Control - Own live, fleet-wide situational awareness: machine status, health, location, and utilization across every site - Coordinate daily dispatch, service, and maintenance with Field Operations, including parts and technician routing - Serve as incident command for operational and safety events, with clear playbooks for triage, escalation, communication, and post-incident review - Own runbooks, shift hand-off standards, and change management for new sites, new machine types, and new platforms Performance & Analytics - Define and track core BOC metrics: intervention rate and response time, resolution time, SLA attainment, fleet uptime, customer satisfaction, and cost to serve - Run operational review cadences that drive accountability and bring key insights to leadership - Lead continuous improvement through process, automation, and data, increasing the number of machines each operator can safely support ## WHAT SUCCESS LOOKS LIKE - Autonomous machines get fast, safe human support whenever they need it - Customers and partners have one clear front door and consistently fast resolution - Real-time visibility into every machine and site, with incidents handled calmly and transparently - Machines-per-operator rises steadily as intervention insights drive autonomy improvements - The Operations Center scales ahead of fleet growth, new sites, and new machine types without a drop in service ## WHAT WE'RE LOOKING FOR Required - 12+ years in operations leadership, including 5+ years building and leading 24/7 or mission-critical operations (command centers, remote operations, network or fleet operations, or large-scale support organizations) - Experience building an operations organization from early stage to scale, including hiring and developing managers and shift leads and managing large hourly and/or contract workforces - Track record defining and managing SLAs, escalation paths, and incident response in safety-critical or high-availability environments - Experience influencing engineering, product, and commercial leaders, driving difficult decisions, and managing risk through rapid growth - Strong analytical skills; comfortable with operational data, dashboards, and forecasting models (SQL / BI tools a plus) - Experience with workforce planning, scheduling, and shift-based operations - Excellent written and verbal communication with customers, field crews, and executives Preferred - Experience running operations centers for autonomous vehicles, robotics, trucking, aviation, or mining - Experience leading remote assistance, teleoperation, or fleet response teams for autonomous systems - Familiarity with heavy machinery and/or the construction industry - Experience building B2B or technical support for industrial equipment or hardware products - Familiarity with fleet telemetry, monitoring and alerting, ticketing, and workforce-management tools - Experience launching operations across multiple regions or time zones - Continuous improvement / Lean / Six Sigma experience ## WHY THIS ROLE MATTERS Every autonomous machine Bedrock deploys depends on the Operations Center to keep it safe, productive, and supported. You'll build the function that lets our fleet scale with confidence, and directly shape the experience every customer and partner has with Bedrock. Bedrock Robotics is an Equal Opportunity Employer We're committed to building a diverse and inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status, genetic information, or any other protected characteristic. Reasonable Accommodations We want our hiring process to be accessible to everyone. If you need an accommodation to participate in the application or interview process, please let your recruiter know so we can support you. **Bedrock Robotics is an Equal Opportunity Employer** We’re committed to building a diverse and inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status, genetic information, or any other protected characteristic. **Reasonable Accommodations** We want our hiring process to be accessible to everyone. If you need an accommodation to participate in the application or interview process, please let your recruiter know so we can support you.