Head of Technical Operations

About this role

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Job Description:

## 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 cus...