Head of Business Operations & Strategy

We are 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.

What you'll be doing

As Head of Business Operations & Strategy you will be in charge of scaling our field operations organization, taking it from supporting a hundred robots today to thousands of robots. You will own and reinforce the pillars of our operating organization's customer-centric culture that makes Serve Robotics an employer and partner of choice. Furthermore, you will play a pivotal role in determining our growth strategy and efficient execution across multiple markets in the US and internationally

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 your standout

• 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.

Hiring locations

Currently, we are only hiring US and Canada residents, even for remote jobs.

More about us

Serve Robotics is the team that created the Postmates delivery robot and brought it to life in LA, completing tens of thousands of deliveries in LA's busiest neighborhoods. Now we're an independent company growing rapidly in order to connect people with what they need via robots designed to serve people.

We are proud to be an equal employment opportunity and affirmative action employer. Qualified applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

See Serve in action

Serve at TED 2020 main stage