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Head of Business Operations and Strategy

2 months ago

Redwood City, California, United States Serve Robotics Full time
Job Description

We are a team of tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

Key Responsibilities
  • Plan, budget, and efficiently scale our operations organization across existing and new markets, including hiring, training and management of a world-class team.
  • Drive data-driven decisions to improve efficiencies in robotic delivery fleet utilization and scaling to new geographies with thousands of robots.
  • Optimize processes and SOPs necessary to run robotic delivery operations at scale with an emphasis on safety and efficiency.
  • Work with product and engineering teams to iterate and improve Serve, including providing product validation in the field as well as collecting data to improve Serve.
  • Champion and advocate for the voice of our customers and merchants, effectively gather and distribute their feedback to cross-functional teams, including Product, Engineering, and UX.
  • Support strategy creation and execution of new partnerships and initiatives including launching new local delivery areas in the US and internationally.
  • Partner with the Business Development and Policy teams to build and nurture relationships with merchants, cities, and local civic institutions to ensure that Serve is a welcome community member.
  • Refine and improve data collection, reporting, and automation tools to track fleet performance and identify opportunities for improvement.
Qualifications
  • 10+ years experience leading and scaling distributed customer service or live operations organizations efficiently.
  • Demonstrated experience in team leadership and the ability to successfully create organizational alignment to achieve aggressive goals through the right combination of culture and incentive structure.
  • Data-driven and quantitative mindset.
  • Excellent communication and presentation skills.
  • Track record of maintaining productive relationships with internal and external stakeholders, including executive team, Board, regulators and strategic partners.
What makes you stand out
  • Experience creating and operationalizing in-house and partnered service-delivery models.
  • Experience in large-scale operations with a focus on continuous improvement and measurement.
  • Passion for local business, logistics and robotics.
  • Familiarity in production, lab, or factory type environment.