Head of Technical Operations

Responsibilities

Leadership & Team Development

• Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements
• Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth
• Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic
• Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing

Operational Excellence

• Design and implement comprehensive runbooks, processes, and operational documentation
• Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data
• Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations
• Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling
• Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations

Strategic Initiatives

• Define the team’s charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model
• Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities—ensuring Baton's infrastructure can scale to support Ryder's 50K+ customers
• Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
• Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes—protecting engineering bandwidth for strategic roadmap work
• Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction

Minimum Qualifications

• 7+ years of experience in technical support, DevOps, or Site Reliability Engineering
• 5+ years of experience managing and scaling production support teams in high-growth B2B SaaS
• Strong technical background with deep understanding of cloud infrastructure, CI/CD, containerization (Kubernetes, Docker), and observability tools
• Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
• Track record of building 0-to-1 support functions where you owned both the "what" and the "how"
• Strong program management skills to lead cross-functional initiatives and drive projects to completion
• Proven ability to operate independently in ambiguous environments, defining strategy and executing without extensive guidance from leadership
• Experience operating in enterprise or high-scale B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
• Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
• Deep empathy for customers, with commitment to delivering exceptional support experiences even under pressure

Preferred Qualifications

• Experience in logistics, supply chain, or freight technology
• Background in QA or test automation
• Previous experience building or managing 24x7 support operations
• Experience transitioning support teams toward SRE or Technical Solutions Engineering models
• Front-end experience (React, TypeScript) for handling lightweight UI fixes
• Experience in Fortune 500 or large enterprise tech organizations, particularly in roles requiring cross-functional alignment and executive communication
• Fluent in Spanish

Compensation

• Competitive Base Salary + Cash Bonus Structure
• Annual Company Bonus + Long Term Incentive Plan
• Compensation Range: The annual base salary range for this position is $180,000- $230,000*. Compensation will vary based on factors including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Baton's full-time employees are eligible for an annual performance bonus.