HeadofServiceOperations

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. WHAT YOU'LL DO - 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. When something goes wrong publicly, you are the person who makes sure it gets handled with speed and care. - Own Pilot Operations: Lead Coco'