Head of Pilot Operations

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses. The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles while doing commercial deliveries.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

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 the Head of Teleoperations, you will own and drive all aspects of our remote operations function for our fleet of robots across multiple markets. This includes managing existing remote operations vendors, identifying and onboarding new vendors and continuously improving processes to ensure seamless operation, optimal performance and high-quality service. You’ll play a critical role in scaling our teleoperations capabilities to support our growing fleet, collaborating with internal teams and external partners to innovate and maintain operational excellence.

This role requires some travel to oversee and manage remote operations, visit new and existing Serve markets and interview or onboard new vendors.

Responsibilities

• Build and maintain strong relationships with remote operations vendors.

• Develop and iterate on a comprehensive teleoperations playbook, leading the end-to-end process.

• Define, monitor, report and improve on KPIs for teleoperations.

• Develop and implement SOPs and SLAs for remote operations.

• Design and oversee training programs for teleoperations to enhance their performance and efficiency.

• Evaluate the performance of current vendors and develop strategies for improvement.

• Create feedback loops with vendors to ensure continuous learning and improvement.

• Source, negotiate, onboard and manage new remote operations vendors to ensure redundancy and scalability.

• Ensure compliance with safety, privacy and regulatory requirements.

• Work closely with engineering, product, autonomy and operations teams to provide feedback on robot behavior, teleoperations tools and user experience and streamline workflows and enhance reliability.

• Identify bottlenecks and inefficiencies in teleoperations workflows and propose innovative solutions.

• Stay up to date with industry trends and best practices to ensure our teleoperations remain cutting-edge.

Qualifications

• Bachelor’s degree in operations, engineering, business or a related field; equivalent work experience may be considered.

• 10+ years of experience in operations management, program management, vendor management or related roles, preferably in a tech or fast-paced environment.

• Proven ability to manage third-party vendors, including contract negotiation and performance monitoring.

• Strong analytical skills with experience using data to drive decision-making.

• Exceptional communication and interpersonal skills to work with both internal and external stakeholders.

• Ability to think strategically while maintaining a hands-on approach when needed.

What Makes You Stand Out:

• Experience working in teleoperations, robotics or similar industry.

• Familiarity with teleoperations platforms and tools.

• Proven track record of building and scaling operational teams or functions.

• Technical proficiency in areas such as automation, system integration or process optimization.

• Passion for innovation and a desire to shape the future of robotics and remote operations.

• Previous experience within Jira and task management platforms

• Resilient, with a growth mindset that views obstacles as opportunities for improvement.

• Bias toward action, with a focus on results and delivering measurable impact.