Head of Service Operations

About the role

At Coco, we are reimagining last‑mile delivery with autonomous robots operating in multiple U.S. cities and abroad. As Head of Service Operations you will own the 24/7 Customer Support and Pilot Operations functions that form the human layer behind every delivery.

Key responsibilities

• Lead the 24/7/365 customer support operation, setting standards for responsiveness, professionalism and reliability.
• Lead the global teleoperator (pilot) workforce, ensuring safety, productivity and consistency from hiring through ongoing performance management.
• Manage outsourced BPO partners, negotiate SOWs and SLAs, and run governance cadences such as QBRs and scorecards.
• Author SOPs, training curricula, QA programs and audit mechanisms to make quality repeatable at scale.
• Define, track and report on KPIs (CSAT, response time, escalation rate, pilot productivity, cost per contact) and act on the insights.
• Drive incident response for public escalations or SLA breaches, coordinating with engineering and city operations.

Required profile

• 5+ years leading customer support, contact‑center or operations‑center functions at scale, including 24/7 multi‑site environments.
• Proven experience managing BPO relationships: writing SOWs, setting SLAs, running QBRs and holding partners accountable.
• Hands‑on experience building operating systems (training programs, QA frameworks, SOPs, scorecards).
• Metrics‑driven style: sets KPIs, tracks them rigorously and self‑motivates to meet targets.
• Extreme attention to detail and ability to create a culture of quality across outsourced teams.
• Strong cross‑functional leadership with engineering, city ops and platform partners.
• Willingness to be on call for 24/7 operations.

Required skills

• CRM tools
• Looker
• Tableau
• Sigma
• Notion
• Slack