# Head of Service Operations at Coco

- Company: Coco
- What the company does: Coco is a last-mile delivery service that deploys human-operated sidewalk robots to transport goods from merchants to their customers. Backed by Pelion Venture Partners.
- Company website: https://cocodelivery.com
- Type: Startups
- Level: Principal and up
- Location: LA
- Work setup: On-site
- Pay: $180K to $220K base salary per year (USD)
- Posted: 2026-09-04
- Apply by: 2026-10-19
- Apply: https://jobs.ashbyhq.com/cocodelivery/6f701c03-581a-4796-b78e-dd62700d03d0
- Page: https://www.1752.vc/careers/jobs/coco-head-of-service-operations/

## About the role

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.

## What they're looking for

- 5+ years of experience leading customer support, contact center, or operations center functions at scale—at least some of which has been delivered through BPO or outsourced partners. You've run something that operated 24/7 across multiple sites
- Hands-on experience building the operating system of a service organization—training programs, QA frameworks, SOPs, quality scorecards—not just inheriting them. You've taken a function from "it works because we hustle" to "it works because the system works."
- Metrics-driven operating style: you set KPIs, track them rigorously, and self-motivate to do whatever it takes to hit them. You don't need to be chased for numbers, you bring them
- Extreme attention to detail: you notice when standards are slipping, you build processes to prevent recurrence, and you create a culture where quality is taken seriously by people who don't work for you directly
- Strong cross-functional leadership: comfortable working with Engineering on tooling and incidents, with City Ops on local execution, and with platform partners like Uber, DoorDash, Wolt, and Deliveroo on shared service standards
- Willingness to be on call when the operation requires it, robot delivery doesn't stop at 5 PM, and neither do the people who keep it running

Tags: Operations