Head of Bedrock Operations Center

We are seeking a Head of Bedrock Operations Center (BOC) to build and lead the central, always-on hub that oversees our deployed autonomous machines. As the Bedrock System deployments scale across new states, new machine types, and a next-generation platform, the BOC is how we keep every machine safe, productive, and supported around the clock. This role owns three core functions: Remote Assistance, Customer & Partner Support, and Central Operations. The Head of BOC owns the Operations Center's operating model, organization, tooling requirements, performance, and manpower oversight. Reporting to the VP of Operations, this leader is a critical thought partner to Product and to Operations Leads across the company.

Responsibilities

Define the BOC operating model, org structure, and coverage model (shifts, time zones, follow-the-sun) as the fleet scales; Build and lead the BOC leadership team and a growing workforce of shift leads and specialists; Own workforce planning and ensure adequate, qualified staffing; Partner with Product and Engineering on machines-per-operator ratios; Own the physical and technical readiness of the Operations Center, including infrastructure, redundancy, connectivity, and business continuity; Own round-the-clock remote operations for autonomous machines, including response-time SLAs, escalation protocols, and clear decision authority; Establish safety-first standards for remote interventions, remote stops, and hand-offs to on-site personnel; Build training, certification, and quality-assurance programs for remote assistance operators; Analyze intervention data and partner with Autonomy Engineering to reduce interventions and improve machine autonomy over time; Build and lead a tiered support function (L1 / L2 / L3) with clear escalation paths; Define and deliver support SLAs tailored to each product line and customer commitment; Own ticketing, knowledge base, and customer communication standards; turn voice-of-customer trends into fixes; Partner with the Commercial team on customer onboarding, service commitments, and account health; Own live, fleet-wide situational awareness across every site; Coordinate daily dispatch, service, and maintenance with Field Operations, including parts and technician routing; Serve as incident command for operational and safety events; Own runbooks, shift hand-off standards, and change management for new sites, machine types, and platforms; Define and track core BOC metrics (intervention rate, response time, resolution time, SLA attainment, fleet uptime, customer satisfaction, cost to serve); Run operational review cadences that drive accountability; Lead continuous improvement through process, automation, and data

Requirements

12+ years in operations leadership; 5+ years building and leading 24/7 or mission-critical operations (command centers, remote operations, network or fleet operations, or large-scale support organizations); Experience building an operations organization from early stage to scale, including hiring and developing managers and shift leads and managing large hourly and/or contract workforces; Track record defining and managing SLAs, escalation paths, and incident response in safety-critical or high-availability environments; Experience influencing engineering, product, and commercial leaders, driving difficult decisions, and managing risk through rapid growth; Strong analytical skills; comfortable with operational data, dashboards, and forecasting models (SQL / BI tools a plus); Experience with workforce planning, scheduling, and shift-based operations; Excellent written and verbal communication with customers, field crews, and executives

Nice to have

Experience running operations centers for autonomous vehicles, robotics, trucking, aviation, or mining; Experience leading remote assistance, teleoperation, or fleet response teams for autonomous systems; Familiarity with heavy machinery and/or the construction industry; Experience building B2B or technical support for industrial equipment or hardware products; Familiarity with fleet telemetry, monitoring and alerting, ticketing, and workforce-management tools; Experience launching operations across multiple regions or time zones; Continuous improvement / Lean / Six Sigma experience