Head of Bedrock Operations Center

Bedrock Robotics

. Define the Bedrock Operations Center operating model, organizational structure, and coverage model as the autonomous fleet scales .

Posted 10/14/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in operations leadership, particularly in building and managing 24/7 mission-critical operations. Proficient in workforce planning, SLA management, and continuous improvement methodologies to enhance operational efficiency and safety.

Highest-signal resume keywords

Operations LeadershipSLA ManagementWorkforce PlanningAnalytical SkillsContinuous Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations ManagementData AnalysisForecasting ModelsShift-Based OperationsIncident ResponseSafety StandardsTraining DevelopmentQuality AssuranceCustomer SupportTeleoperation

Soft Skills

Excellent CommunicationLeadershipTeam DevelopmentProblem SolvingCollaboration

Tools & Technologies

Ticketing SystemsWorkforce Management ToolsFleet TelemetryMonitoring and Alerting SystemsDashboards

Industry Keywords

Autonomous VehiclesRoboticsHeavy MachineryConstruction IndustryB2B SupportHigh-Availability EnvironmentsLeanSix Sigma

About the role

Key responsibilities & impact

Define the Bedrock Operations Center operating model, organizational structure, and coverage model as the autonomous fleet scales
Build and lead the Operations Center leadership team, shift leads, and specialists
Own workforce planning, staffing, physical readiness, technical readiness, redundancy, connectivity, and business continuity
Oversee 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
Build training, certification, and quality-assurance programs for remote assistance operators
Analyze intervention data with Autonomy Engineering to reduce interventions and improve machine autonomy
Build and lead tiered L1/L2/L3 customer and partner support with escalation paths
Define support SLAs, ticketing, knowledge-base, and customer communication standards
Partner with Commercial on customer onboarding, service commitments, and account health
Own fleet-wide situational awareness of machine status, health, location, and utilization
Coordinate dispatch, service, maintenance, parts, and technician routing with Field Operations
Serve as incident commander for operational and safety events
Own runbooks, shift hand-offs, and change management for new sites, machine types, and platforms
Define and track BOC metrics including intervention rate, response time, resolution time, SLA attainment, fleet uptime, customer satisfaction, and cost to serve
Run operational reviews and lead continuous improvement through process, automation, and data
Report to the VP of Operations and act as a thought partner to Product and Operations Leads

Requirements

What you’ll need

12+ years in operations leadership
5+ years building and leading 24/7 or mission-critical operations
Experience building an operations organization from early stage to scale
Experience hiring and developing managers and shift leads
Experience 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 and managing risk through rapid growth
Strong analytical skills; comfortable with operational data, dashboards, and forecasting models
Experience with workforce planning, scheduling, and shift-based operations
Excellent written and verbal communication with customers, field crews, and executives
Experience with autonomous vehicles, robotics, trucking, aviation, or mining preferred
Experience leading remote assistance, teleoperation, or fleet response teams for autonomous systems preferred
Familiarity with heavy machinery and/or the construction industry preferred
Experience building B2B or technical support for industrial equipment or hardware products preferred
Familiarity with fleet telemetry, monitoring and alerting, ticketing, and workforce-management tools preferred
Experience launching operations across multiple regions or time zones preferred
Continuous improvement / Lean / Six Sigma experience preferred
Must be legally authorized to work in the United States
Must be able to commute to the office 3–4 days a week

Benefits

Comp & perks

Equal Opportunity Employer committed to a diverse and inclusive workplace
Reasonable accommodations during the application and interview process
24/7 operations environment with mission-critical operational scope