Head of Customer Operations
Role Overview
The Head of Customer Operations will set the strategic direction for BLUECARGO's freight audit service, scaling, automating, and delivering exceptional quality across the enterprise customer base. This role involves leading a growing team, shaping operational infrastructure, and partnering with the founders to drive company-wide execution.
Key Responsibilities
Own Operational Strategy: Define the vision and execution plan for freight audit operations across the customer portfolio.
Build & Scale the Team: Recruit, develop, and lead a team of Customer Operations Analysts and Logistics Team; optimize the organizational structure to support 2–3x volume growth.
Architect Systems for Scale: Design repeatable, automation-first processes; define Service Level Agreements (SLAs) and key metrics.
Drive Cross-Functional Alignment: Act as the operational voice in product, engineering, and business team discussions; identify opportunities for automation and where the human in the loop is essential.
Own the Numbers: Build and own the operational OKR framework; surface insights and lead resolution when performance trends deviate from expectations.
Partner with Leadership: Contribute to company strategy, resource planning, and long-term decisions around scaling the service offering.
Ramp Plan
You will manage your own portfolio for 3-6 months before replacing yourself long term as the team scales for success.
Qualifications
10+ years in international logistics or operations, with at least 3 years in a leadership role managing managers.
Proven track record building scalable systems and teams in a high-growth environment.
Strategic thinker who can translate ambiguity into clear priorities and action.
Deep fluency in operational OKRs and a data-driven approach to decision-making.
Strong executive presence and communication skills; comfortable influencing across Product, Engineering, Customer Support, and the C-suite.
Startup experience preferred; you thrive without a playbook.