Manager, Remote Operations

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

Serve Robotics is seeking a Manager, Remote Operations to support the performance, quality, and continuous improvement of our remote operations function. Reporting to the Program Director of Remote Operations, this role will oversee vendor performance and own key processes related to incident management, operator training, and analytical reporting.

This is a cross-functional role that requires strong program oversight, analytical rigor, and process ownership. You will not directly manage a team; instead, you will lead through collaboration with vendor partners and internal stakeholders across engineering, product, QA, and operations to ensure high-quality, scalable remote support for our autonomous delivery fleet.

JOB DUTIES

Vendor Oversight & Incident Management

• Act as the primary point of contact for a third-party remote operations vendor, ensuring alignment on performance expectations, training standards, and operational compliance.

• Oversee the incident management process, including root cause analysis, documentation, escalation coordination, and timely resolution.

• Collaborate with the vendor to implement and maintain standardized training and certification processes for remote operators.

Operational Reporting & Analytics

• Own regular reporting on remote operations performance, utilizing ThoughtSpot for data visualization and trend analysis.

• Use Jira to track and analyze ticket data, surfacing patterns in incidents, operator behavior, and system issues.

• Deliver structured reports and actionable insights to internal stakeholders to inform decisions and drive operational improvements.

Process Design & Continuous Improvement

• Design, implement, and maintain standard operating procedures (SOPs) related to operator performance, incident handling, and QA workflows.

• Ensure all process updates follow proper change management and document control practices to maintain operational integrity and compliance.

• Partner with cross-functional teams to test, implement, and evaluate improvements to tools, systems, and training materials.

EXPERIENCE, QUALIFICATIONS, & SKILLS

Qualifications

• 4+ years of experience in operations, vendor management, or service delivery in a fast-paced, data-driven environment

• Proven ability to manage third-party vendor relationships and drive accountability

• Strong analytical skills; proficient in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools)

• Experience designing and improving operational processes using data and stakeholder input

• Familiarity with change management and document control practices in operational or technical environments

• Strong communication skills, with the ability to convey insights and recommendations clearly to diverse audiences

• Ability to occasionally work evenings, weekends, and holidays as needed based on operational demands

• Travel to visit vendor sites once a quarter is expected.

What Makes You Standout

• Bachelor's degree in Business, Operations, Analytics, or a related field

• Exposure to remote operations, customer support, or technical field operations.

• Experience working with third-party vendors or remote teams.