Head of Service Operations
Posted
You will lead 24/7 customer support and global teleoperator operations. You will manage BPO partnerships, negotiate service standards, build SOPs and training programs, establish QA and audit systems, track KPIs, lead incident response, and coordinate escalations with operational stakeholders.
Responsibilities
- Lead 24/7 customer support operations
- Lead the global teleoperator workforce
- Manage BPO partnerships
- Negotiate SOWs and SLAs
- Build SOPs, training curricula, QA programs, and audit mechanisms
- Define and track operational KPIs
- Create dashboards and report operational performance
- Lead incident response and post-mortems
- Coordinate escalations with Engineering and City Operations
Requirements
- 5+ years leading customer support, contact center, or operations center functions at scale
- Experience operating through BPO or outsourced partners
- Experience running 24/7 operations across multiple sites
- Experience managing BPO relationships, SOWs, SLAs, QBRs, and vendor performance
- Experience building training programs, QA frameworks, SOPs, and quality scorecards
- Ability to define and rigorously track KPIs
- Cross-functional leadership with Engineering, City Operations, and platform partners
- Willingness to be on call
- Experience in safety-critical and public-facing service operations
- Experience scaling multi-geography operations
- Experience managing multiple languages and time zones
- Experience with teleoperations, command centers, dispatch, or live-monitoring operations
- Comfort with CRM, Looker, Tableau, Sigma, Notion, and Slack
Benefits
- Equity