- Job title
- Head of Customer Operations
- Job location
- Los Angeles, CA, US / New York, NY, US
- Job description
- ### **BLUECARGO**
---
BlueCargo is revolutionizing the logistics industry with solutions that streamline freight audit processes and track millions of containers worldwide. Founded by two female entrepreneurs from Y Combinator's 2018 batch and backed by a Series A in 2022, we have strong product-market fit, an established platform, and thousands of daily active users, and we're entering our next phase of growth.
If transforming logistics with cutting-edge technology excites you, we'd love to connect. We're looking for a seasoned operations leader to own and scale the customer-supporting function of the business.
### **OPPORTUNITY OVERVIEW**
---
#### **Role Overview**
As **Head of Customer Operations**, you'll set the strategic direction for our freight audit service; defining how we scale, automate, and deliver exceptional quality across our enterprise customer base. You'll lead a growing team, shape our operational infrastructure, and partner directly with the founders to drive company-wide execution.
This is a high-leverage role for someone who wants to build, not just manage, and leave a real mark on how a fast-growing startup operates.
#### **Key Responsibilities**
* **Own Operational Strategy:** Set the vision and execution plan for freight audit operations across our customer portfolio.
* **Build & Scale the Team:** Recruit, develop, and lead a team of Customer Operations Analysts and our Logistics Team; optimize the org structure to support 2–3x volume growth.
* **Architect Systems for Scale:** Design repeatable, automation-first processes; define SLAs and the metrics that matter.
* **Drive Cross-Functional Alignment:** Act as the operational voice in product, engineering, and business team discussions; identifying where automation unlocks efficiency and where the human in the loop is irreplaceable.
* **Own the Numbers:** Build and own the operational OKR framework; surface insights and lead resolution when performance trends off-track.
* **Partner with Leadership:** Contribute to company strategy, resource planning, and long-term decisions around scaling our service offering.
### **Ramp Plan**
* You step into the seat of our team firsthand by managing your own portfolio for 3-6 months before replacing yourself long term as you scale the team for success.
#### **Qualifications**
We're looking for **operators who build**; problem solvers with the range to think strategically and the bias to execute:
* 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, CS, and the C-suite.
* Startup experience preferred; you thrive without a playbook.
#### **What We Offer**
* A seat at the table in a YC-backed company on a strong growth trajectory
* Medical benefits, unlimited PTO, and a flexible work environment
* An international, inclusive team that values collaboration and personal growth
