Head of Service Operations

The role

You will own Customer Support and Pilot Operations functions. You will lead 24/7/365 global teams including customer support and teleoperators through BPO partners.

What you will do

• Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public.
• Lead Coco's global teleoperator workforce.
• Manage BPO partnerships and negotiate SOWs and SLAs.
• Author SOPs, training curricula, QA programs, and audit mechanisms.
• Define and track KPIs including CSAT, first-response time, escalation rate, pilot productivity, and cost per contact.
• Lead incident response for public-facing escalations or SLA breaches.

Required qualifications

• 5+ years of experience leading customer support, contact center, or operations center functions at scale.
• Experience delivering functions through BPO or outsourced partners.
• Experience running operations that operated 24/7 across multiple sites.
• Proven track record managing BPO relationships including writing SOWs, setting SLAs, and running QBRs.
• Hands-on experience building training programs, QA frameworks, SOPs, and quality scorecards.
• Metrics-driven operating style.
• Extreme attention to detail.
• Strong cross-functional leadership.
• Willingness to be on call when the operation requires it.

Nice to have

• Experience in autonomous vehicles, robotics, micro-mobility, food delivery, rideshare, or adjacent industries.
• 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).

About the company

Coco is reimagining last-mile delivery with a fleet of autonomous robots. They operate in Los Angeles, Chicago, Miami, Jersey City, San Jose and Helsinki.