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About the Role

We 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 Bedrock System deployments scale, the BOC is how we keep every machine safe, productive, and supported around the clock. This role owns Remote Assistance, Customer & Partner Support, and Central Operations. 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 Operations Leads across the company.

Responsibilities

Define the BOC operating model, org structure, and coverage model as the fleet scales.
Build and lead the BOC leadership team and a growing workforce.
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.
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 support function with clear escalation paths.
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.
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.

Requirements

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.
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.

Skills

SQL
BI tools
Workforce planning
Scheduling
Shift-based operations
Written communication
Verbal communication
Fleet telemetry
Monitoring and alerting
Ticketing
Workforce-management tools
Continuous improvement
Lean
Six Sigma

Location

Remote

Work Type

Full-time

Experience Level

12+ years in operations leadership
5+ years building and leading 24/7 or mission-critical operations

About the Company

At Bedrock, we're moving AI out of the lab and into the real world.
Our team includes veterans who helped launch Waymo, scaled Segment to a $3.2B acquisition, and grew Uber Freight to $5B in revenue.
Today, we're deploying autonomous systems on heavy construction equipment across the country, improving safety on job sites and accelerating schedules on critical infrastructure projects.
We're not here debating the future of AI. We're deploying it in the real world.
In just two years, we've raised $350M and achieved the first fully autonomous excavator deployments in construction.
This is where algorithms meet steel-toed boots.
You'll work alongside construction veterans and world-class engineers to solve physical-world problems that simulations can't touch.
If you're ready to do meaningful work on hard problems, we'd love to have you join us.

Equal Opportunity

Bedrock Robotics is an Equal Opportunity Employer
We're committed to building a diverse and inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status, genetic information, or any other protected characteristic.
Reasonable Accommodations
We want our hiring process to be accessible to everyone. If you need an accommodation to participate in the application or interview process, please let your recruiter know so we can support you.