Head of Bedrock Operations Center

Bedrock Robotics•San Francisco, CA

About The Position

Bedrock Robotics is seeking a Head of Bedrock Operations Center (BOC) to build and lead the central, always-on hub overseeing its deployed autonomous machines. As deployments expand across states, machine types, and platforms, the BOC ensures machines are safe, productive, and supported around the clock. The role owns Remote Assistance, Customer & Partner Support, and Central Operations, including live visibility, dispatch coordination, and incident command. It is accountable for the operating model, organization, tooling requirements, performance, and manpower oversight of the Operations Center, as well as the safe remote operations, uptime, and responsiveness customers experience. The role reports to the VP of Operations and is a thought partner to Product and Operations Leads across the company. The Head of BOC will define and scale the operating model, leadership team, workforce, coverage, systems, and processes. The role leads remote assistance for autonomous machines, customer and partner support, and fleet-wide command and coordination. It also establishes performance measures and review cadences, using operational data and continuous improvement to improve service, increase machines supported per operator, and inform autonomy improvements. Bedrock describes its work as deploying autonomous systems on heavy construction equipment across the country to improve job-site safety and accelerate critical infrastructure projects. The company states that it raised $350 million and achieved its first fully autonomous excavator deployments in construction in two years.

Requirements

12+ years of experience in operations leadership, including 5+ years building and leading 24/7 or mission-critical operations such as 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 and comfort with operational data, dashboards, and forecasting models.
Experience with workforce planning, scheduling, and shift-based operations.
Excellent written and verbal communication skills with customers, field crews, and executives.

Nice To Haves

SQL or BI tools experience.
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, or Six Sigma experience.

Responsibilities

Define the BOC operating model, organizational structure, and coverage model, including shifts, time zones, and follow-the-sun coverage 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 based on 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 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.
Build and lead a tiered customer and partner support function (L1/L2/L3), with clear escalation paths into Field Operations, Service, Hardware, Remote Assistance, and/or Engineering.
Define and deliver support SLAs tailored to each product line and customer commitment.
Own ticketing, knowledge base, and customer communication standards, and turn customer feedback trends into fixes.
Partner with the Commercial team on customer onboarding, service commitments, and account health.
Own live, fleet-wide situational awareness of machine status, health, location, and utilization across sites.
Coordinate daily dispatch, service, and maintenance with Field Operations, including parts and technician routing.
Serve as incident command for operational and safety events, establishing playbooks for triage, escalation, communication, and post-incident review.
Own runbooks, shift hand-off standards, and change management for new sites, machine types, and platforms.
Define and track BOC metrics, including 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 provide key insights to leadership.
Lead continuous improvement through process, automation, and data to increase the number of machines each operator can safely support.