Head of Customer Operations

About BlueCargo

BlueCargo is at the forefront of redefining logistics by providing innovative solutions that simplify freight audit processes and oversee millions of container shipments globally. Established by two female founders from Y Combinator's 2018 cohort and supported by a Series A funding round in 2022, the company has secured a robust product-market alignment, an operational platform, and thousands of daily active users as it embarks on its next growth phase.

Role Summary

The company is in search of an experienced operations leader to take charge of and expand the customer-centric functions. As the Head of Customer Operations, you will direct the strategic course for freight audit services, focusing on scalability, automation, and delivering top-tier service to enterprise clients. This involves leading a growing team, shaping operational frameworks, and collaborating closely with the founding team to ensure seamless execution across the company.

Key Responsibilities

• Determine and implement the operational strategy for freight audits across the full customer base.
• Recruit, mentor, and lead the Customer Operations Analysts and Logistics team, redesigning organizational structures to support growth of two to three times current volume.
• Create scalable, automation-focused operational systems and establish service level agreements alongside key performance metrics.
• Serve as the operational liaison within cross-functional teams, including product, engineering, and business units, pinpointing automation opportunities and maintaining essential human involvement.
• Develop and manage an operational OKR system, providing insights and addressing deviations in performance.
• Collaborate with company leadership on strategic planning, resource allocation, and long-term scaling of service offerings.
• Initially manage your own portfolio for 3 to 6 months before transitioning leadership as you expand the team.

Candidate Qualifications

• Over 10 years of experience in international logistics or operational roles, including a minimum of 3 years leading management teams.
• Demonstrated success in constructing scalable operational systems and teams within fast-growing environments.
• Strategic, able to clarify ambiguous challenges into defined priorities and actionable plans.
• Expertise in setting operational OKRs with a strong data-driven decision-making approach.
• Excellent communication and leadership skills, capable of influencing multiple departments and executive stakeholders.
• Experience in startups is advantageous, with a readiness to operate in scenarios lacking predefined processes.

What BlueCargo Provides

• Opportunity to contribute significantly within a YC-backed startup experiencing rapid growth.
• Comprehensive medical coverage, unrestricted paid time off, and a flexible workplace culture.
• A diverse, international team environment that fosters cooperation and individual development.