Head of Service Operations

Job description

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. As Head of Service Operations, you will own two of the operations functions most central to Coco's day-to-day: **Customer Support** and **Pilot Operations**. Together, these teams are the human layer behind every Coco delivery—the agent who picks up when an eater calls in, the support rep who jumps in when a merchant needs help mid-shift, and the teleoperators who watch over every drive from pickup to dropoff. Both functions run 24/7/365 at global scale, and both have an outsized impact on how Coco shows up in the world. Support is the public face of Coco; Pilots are the backbone of safe robot operation. Neither has any room for off days. This role is built for an operator who has scaled multi-site contact centers and operations centers through BPO partners, who knows how to set standards and hold vendors to them, and who can move fluidly between resource planning at the executive level and the details of a single escalated call or street-crossing decision. If you thrive on running 24/7 operations at scale, you sweat the details of training, QA, and standard operating procedures, and you know how to make outsourced teams feel like your own, you'll fit right in. ## 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*