Head of Business Operations and Strategy

3 days ago

Redwood City, California, United States Serve Robotics Full time

About the Role

We are seeking a highly experienced and strategic leader to join our team as Head of Business Operations and Strategy. As a key member of our leadership team, you will be responsible for scaling our field operations organization, driving data-driven decisions, and optimizing processes to support our growth strategy.

Key Responsibilities

  • Operations Strategy and Planning: Develop and execute a comprehensive operations strategy to support our growth plans, including hiring, training, and management of a world-class team.
  • Data-Driven Decision Making: Drive data-driven decisions to improve efficiencies in robotic delivery fleet utilization and scaling to new geographies with thousands of robots.
  • Process Optimization: Optimize processes and SOPs necessary to run robotic delivery operations at scale with an emphasis on safety and efficiency.
  • Collaboration and Communication: Work closely with product and engineering teams to iterate and improve Serve, including providing product validation in the field and collecting data to improve Serve.
  • Customer Advocacy: Champion and advocate for the voice of our customers and merchants, effectively gathering and distributing their feedback to cross-functional teams.
  • Partnership Development: Support strategy creation and execution of new partnerships and initiatives, including launching new local delivery areas in the US and internationally.
  • Relationship Building: Partner with the Business Development and Policy teams to build and nurture relationships with merchants, cities, and local civic institutions.
  • Performance Tracking: Refine and improve data collection, reporting, and automation tools to track fleet performance and identify opportunities for improvement.

Requirements

  • Leadership Experience: 10+ years of experience leading and scaling distributed customer service or live operations organizations efficiently.
  • Team Leadership: Demonstrated experience in team leadership and the ability to successfully create organizational alignment to achieve aggressive goals.
  • Data-Driven Mindset: Data-driven and quantitative mindset with excellent communication and presentation skills.
  • Relationship Building: Track record of maintaining productive relationships with internal and external stakeholders, including executive team, Board, regulators, and strategic partners.

What We're Looking For

  • Operations Expertise: Experience creating and operationalizing in-house and partnered service-delivery models.
  • Continuous Improvement: Experience in large-scale operations with a focus on continuous improvement and measurement.
  • Passion for Logistics: Passion for local business, logistics, and robotics.
  • Production Experience: Familiarity in production, lab, or factory type environment.

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