Head of Service Operations
On-site · Los Angeles, California, United States
Job Summary
Head of Service Operations to own and optimize Coco's 24/7/365 Support Operations across eaters, merchants, and the general public and Pilot Operations via a global teleoperator workforce. Lead outsourced partnerships (BPO) and governance, develop SOPs, training curricula, QA programs, and performance metrics (CSAT, first-response time, escalation rate, pilot productivity). Own incident response, vendor management, and the operating system that scales with millions of robot-miles. Collaborate with Engineering, City Ops, and platform partners to maintain safety, quality, and operational standards across multiple sites worldwide.
Required 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
- 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
- Metrics-driven operating style: set KPIs, track them rigorously, and self-motivate to hit them
- Extreme attention to detail and ability to build processes to prevent recurrence
- Strong cross-functional leadership: comfortable working with Engineering, City Ops, and platform partners
- Willingness to be on call when the operation requires it; 24/7 operation readiness
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.