Head of Service Operations

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.

• Own Support Operations:
  Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public. Set the bar for what great support looks like at Coco—responsive, professional, compassionate, reliable—and instrument it relentlessly. When something goes wrong publicly, ensure it is handled with speed and care.
• Own Pilot Operations:
  Lead Coco's global teleoperator workforce, scaling to hundreds of pilots across multiple sites worldwide. Be 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:
  Build and maintain relationships with outsourced partners at the executive level, negotiate SOWs and SLAs that align partner incentives with Coco's quality bar, and run governance cadences (QBRs, scorecards, escalation paths) that keep everyone honest.
• Build the operating system:
  Author SOPs, training curricula, QA programs, and audit mechanisms that make quality repeatable across thousands of interactions and millions of robot‑miles.
• Run on metrics:
  Define and track the KPIs that matter—CSAT, first‑response time, escalation rate, pilot productivity, cost per contact. Build dashboards, report up, and act on what they say.
• Lead incident response:
  When a public‑facing escalation or SLA breach occurs, drive the response—triage in real time, coordinate with Engineering and City Ops, and own the post‑mortem that prevents recurrence.

• 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. Operated 24/7 across multiple sites.
• Proven track record of managing BPO relationships: writing SOWs, setting SLAs, running 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—taking a function from “it works because we hustle” to “it works because the system works.”
• Metrics‑driven operating style: set KPIs, track them rigorously, self‑motivate to hit them without being chased.
• Extreme attention to detail: notice when standards slip, build processes to prevent recurrence, and 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,…