Head of Service Operations (Robotics)

Location: Los Angeles, United States. On-site; the operation runs 24/7/365 and requires on-call availability when needed.

Salary: $180K–$220K per year, plus equity.

Company

hirify.global operates autonomous delivery robots to provide accessible, reliable, and sustainable last-mile delivery.

What you will do

• Lead 24/7/365 customer support for eaters, merchants, and the general public.
• Own global pilot operations, including candidate evaluation, onboarding, training, certification, performance management, and safety-critical SOPs.
• Manage outsourced BPO partnerships, including SOWs, SLAs, QBRs, scorecards, and escalation paths.
• Build training curricula, QA programs, SOPs, audits, and other systems that ensure consistent service quality.
• Define and report KPIs such as CSAT, first-response time, escalation rate, pilot productivity, and cost per contact.
• Lead public escalations and SLA-breach incident response in coordination with Engineering and City Ops, including post-mortems.

Requirements

• 5+ years leading customer support, contact center, or operations center functions at scale, including experience with BPO or outsourced partners.
• Experience running 24/7 operations across multiple sites and managing BPO relationships through SOWs, SLAs, QBRs, and performance standards.
• Hands-on experience building training programs, QA frameworks, SOPs, and quality scorecards.
• Metrics-driven operating style, strong attention to detail, and the ability to enforce standards across teams and vendors.
• Strong cross-functional leadership with Engineering, City Ops, and platform partners such as Uber, DoorDash, Wolt, and Deliveroo.
• Willingness to provide on-call support when operational requirements demand it.

Nice to have

• Experience in autonomous vehicles, robotics, micro-mobility, food delivery, rideshare, or other safety-critical public-facing industries.
• Experience scaling operations from dozens to hundreds of agents across multiple geographies.
• Experience managing multilingual operations across multiple time zones, including offshore and nearshore delivery centers.
• Experience with teleoperations, command centers, dispatch, or live-monitoring operations.
• Familiarity with CRM, Looker, Tableau, Sigma, Notion, and Slack.

Culture & Benefits

• Equity offered in addition to base compensation.
• Work alongside Engineering, City Ops, and external delivery-platform partners.
• Operate in a fast-moving, public-facing environment where service quality and robot safety are critical.