Head of Bedrock Operations Center
Hybrid (San Francisco, CA), Hybrid (Lockhart, TX)Full-timePosted 1w ago
About the role
Lead the central, always-on hub (Bedrock Operations Center) that oversees deployed autonomous machines, owning remote assistance, customer & partner support, and central operations to ensure safety, uptime, and rapid responsiveness as the fleet scales.
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 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
- 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
- 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
- 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
- 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
Qualifications
- 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
Skills
Required:12+ years in operations leadershipExperience building operations org from early stage to scaleSLA/incident managementCommunication with customers/executives
Last updated Oct 22, 2026. Interested? Apply on the company site.
About Bedrock Robotics
Advanced Autonomy for the Built World
Advanced Autonomy for the Built World
AutonomyBedrock Operatorautonomyheavy machineryindustrial automationindustrial roboticsmachine intelligenceon-site autonomy
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