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Coco Delivery is reimagining last-mile delivery with autonomous robots, operating across Los Angeles, Chicago, Miami, Jersey City, San Jose, and Helsinki. As Head of Service Operations, you will own two critical functions: Customer Support and Pilot Operations. These 24/7/365 teams form the human layer behind every Coco delivery—from customer-facing support agents to teleoperators who monitor robot safety during every drive.
You will lead the customer support function across eaters, merchants, and the general public, setting the standard for responsive, professional, and reliable service. You'll own Coco's global teleoperator workforce, scaling to hundreds of pilots across multiple sites, with accountability for safety, productivity, consistency, and compliance with safety-critical SOPs.
Both functions are delivered through outsourced BPO partners. You will build and maintain these relationships at the executive level, negotiate SOWs and SLAs that align incentives with Coco's quality standards, and run governance cadences (QBRs, scorecards, escalation paths) to ensure accountability.
You will author the operating system—SOPs, training curricula, QA programs, and audit mechanisms—that makes quality repeatable across thousands of interactions and millions of robot-miles. You'll define and track KPIs including CSAT, first-response time, escalation rate, pilot productivity, and cost per contact, creating dashboards and reporting up to leadership.
When public-facing escalations or SLA breaches occur, you drive real-time triage, coordinate with Engineering and City Ops, and own post-mortems to prevent recurrence. You'll work cross-functionally with Engineering on tooling and incidents, City Ops on local execution, and platform partners like Uber, DoorDash, Wolt, and Deliveroo on shared service standards.
This role requires willingness to be on call when operations demand it, as robot delivery operates continuously.
**REQUIREMENTS:**
- 5+ years leading customer support, contact center, or operations center functions at scale, with experience delivering through BPO or outsourced partners; must have run operations across multiple sites operating 24/7
- Proven track record managing BPO relationships: writing SOWs, setting SLAs, running QBRs, and holding partners accountable to performance and quality standards
- Hands-on experience building service organization operating systems (training programs, QA frameworks, SOPs, quality scorecards), not inheriting them; demonstrated ability to scale from ad-hoc to systematic operations
- Metrics-driven operating style: set KPIs, track rigorously, self-motivate to achieve targets without external chasing
- Extreme attention to detail: notice when standards slip, build preventive processes, create quality-focused culture across teams you don't directly manage
- Strong cross-functional leadership: comfortable working with Engineering, City Ops, and external platform partners
- Willingness to be on call when operations require it
**PREFERRED QUALIFICATIONS:**
- Experience in autonomous vehicles, robotics, micro-mobility, food delivery, rideshare, or adjacent safety-critical, public-facing service operations
- Background scaling a function from dozens to hundreds of agents 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 live-monitoring operations
- Comfort with operational tooling (CRM, Looker/Tableau/Sigma, Notion, Slack)
