ABOUT THE ROLEWe 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, supporting autonomous machines in real time when they need a human decision; Customer & Partner Support, the single front door for customers, partners, and field teams; and Central Operations, which provides live visibility, dispatch coordination, and incident coordination and command.
The Head of BOC owns the Operations Center's operating model, organization, tooling requirements, performance, and manpower oversight. The BOC is accountable for the safe remote operations, uptime, and responsiveness our customers experience. Reporting to the VP of Operations, this leader is a critical thought partner to Product and to Operations Leads across the company.
WHAT YOU'LL DOOperations Center Strategy & Build-out
- 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 against fleet growth, product mix, and new machine types
- Own the physical and technical readiness of the Operations Center, including infrastructure, redundancy, connectivity, and business continuity
Remote Assistance
- 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, in partnership with Safety teams
- 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
Customer & Partner Support
- Build and lead a tiered support function (L1 / L2 / L3) with clear escalation paths into Field Operations, Service, Hardware, RA, and/ or Engineering
- 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
Central Operations / Command & Control
- Own live, fleet-wide situational awareness: machine status, health, location, and utilization 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, with clear playbooks for triage, escalation, communication, and post-incident review
- Own runbooks, shift hand-off standards, and change management for new sites, new machine types, and new platforms
Performance & Analytics
- Define and track core BOC metrics: intervention rate and response time, resolution time, SLA attainment, fleet uptime, customer satisfaction, and cost to serve
- Run operational review cadences that drive accountability and bring key insights to leadership
- Lead continuous improvement through process, automation, and data, increasing the number of machines each operator can safely support
WHAT SUCCESS LOOKS LIKE- Autonomous machines get fast, safe human support whenever they need it
- Customers and partners have one clear front door and consistently fast resolution
- Real-time visibility into every machine and site, with incidents handled calmly and transparently
- Machines-per-operator rises steadily as intervention insights drive autonomy improvements
- The Operations Center scales ahead of fleet growth, new sites, and new machine types without a drop in service
WHAT WE'RE LOOKING FORRequired
- 12+ years in operations leadership, including 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
Preferred
- 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
WHY THIS ROLE MATTERSEvery autonomous machine Bedrock deploys depends on the Operations Center to keep it safe, productive, and supported. You'll build the function that lets our fleet scale with confidence, and directly shape the experience every customer and partner has with Bedrock.
