Coco Robotics

2 months ago

Head of Service Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead Coco's 24/7/365 service operations across customer support and pilot operations, building the operating system, managing outsourced partnerships, and driving data-driven performance at scale to deliver reliable, safe autonomous-delivery services in multiple cities worldwide.

Location: Los Angeles

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Key Responsibilities

•Own Support Operations: Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public. You set the bar for what great support looks like at Coco—responsive, professional, compassionate, reliable—and you instrument it relentlessly.
•Own Pilot Operations: Lead Coco's global teleoperator workforce, scaling to hundreds of pilots across multiple sites worldwide. You are 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: Both functions are delivered through outsourced partners. Build and maintain those relationships at the executive level, negotiate SOWs and SLAs that align partner incentives with Coco's quality bar, and run the governance cadence (QBRs, scorecards, escalation paths) that keeps everyone honest.
•Build the operating system: Author the 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. Make the dashboards. Report up. Act on what they say.

Key Requirements

•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. You've run something that operated 24/7 across multiple sites.
•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: you set KPIs, track them rigorously, and self-motivate to hit them.
•Extreme attention to detail: you notice when standards are slipping and build processes to prevent recurrence.

Experience:RoboticsLogisticsDeliveryAutonomous vehicles

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCross-functional collaboration

Tech Stack:CRMLookerTableauSigmaNotionSlack

Company Brief

Coco Robotics

Coco Robotics (Cyan Robotics Inc.) builds and operates compact, electric last-mile delivery robots for urban food and goods delivery, partnering with platforms and merchants to provide zero-emission, sidewalk-based autonomous deliveries.

Industry: Last Mile Delivery

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series B

Headquarters: Santa Monica, United States

Founded: 2020

Glassdoor: 3.7

Website LinkedIn Glassdoor

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Coco Robotics

2 months ago

Head of Service Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Los Angeles

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Key Responsibilities

•Own Support Operations: Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public. You set the bar for what great support looks like at Coco—responsive, professional, compassionate, reliable—and you instrument it relentlessly.
•Own Pilot Operations: Lead Coco's global teleoperator workforce, scaling to hundreds of pilots across multiple sites worldwide. You are 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: Both functions are delivered through outsourced partners. Build and maintain those relationships at the executive level, negotiate SOWs and SLAs that align partner incentives with Coco's quality bar, and run the governance cadence (QBRs, scorecards, escalation paths) that keeps everyone honest.
•Build the operating system: Author the 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. Make the dashboards. Report up. Act on what they say.

Key Requirements

•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. You've run something that operated 24/7 across multiple sites.
•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: you set KPIs, track them rigorously, and self-motivate to hit them.
•Extreme attention to detail: you notice when standards are slipping and build processes to prevent recurrence.

Experience:RoboticsLogisticsDeliveryAutonomous vehicles

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCross-functional collaboration

Tech Stack:CRMLookerTableauSigmaNotionSlack

Company Brief

Coco Robotics

Industry: Last Mile Delivery

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series B

Headquarters: Santa Monica, United States

Founded: 2020

Glassdoor: 3.7

Website LinkedIn Glassdoor