Baton (A Ryder Technology Lab)
Head of Technical Operations
San Francisco, California, United States · Full-time
Sponsorship not specified$180k-$230kDetected 71 days ago
AWSAzurePrometheusGrafanaDatadogDevOpsSite Reliability EngineeringSupply ChainLogisticsProcurementCustomer SupportTest AutomationLeadershipCommunication
About the role
- Ryder acquired Baton in 2022 to power its next wave of digital products.
- We operate at startup speed, with Fortune 500 reach.
Responsibilities
- 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
- 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
- Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction
- Manage and administer Baton's core IT systems including Google Workspace, Slack, AWS, related productivity tools, MDM, office A/V, and our office internet/WiFi
Requirements
- 8+ years of experience in IT, DevOps, or Site Reliability Engineering
- 5+ years of experience managing and scaling production support teams in high-growth B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
- Hands-on experience administering enterprise IT systems (Google Workspace, Slack, AWS, MDM, SSO/identity, office A/V/networking)
- Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
- Strong change-management skills, with a track record of rolling out new systems with minimal disruption and high employee adoption
- Experience navigating enterprise procurement, security, compliance, and change-control processes
- Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
- If you have a passion for solving complex problems and creating impact for the engine of the American economy, you'll love it here.
Nice to have
- Experience with QA or test automation
- Hands-on experience administering both Microsoft 365/Teams/Azure and Google Workspace/Slack/AWS environments and making them play well together
- Experience with enterprise security and compliance policy definition and implementation
- Experience in logistics, supply chain, or freight technology
- 401k with Matching
- Hyper-Stable, publicly traded Enterprise
- Collaborative, Fun, and Tech Forward office in Hayes Valley, San Francisco, CA
Skills
- Baton is Ryder's in-house product development group focused on harnessing emerging technologies to redefine transportation and logistics.
- Our work includes everything from customer-facing software to the data platform that will power the next era of innovation at Ryder.
- Act as primary technical liaison with Ryder's enterprise IT team, navigating policies, security requirements, and integration opportunities
- Evaluate opportunities to migrate Baton systems to Ryder's enterprise platforms where it makes business and technical sense
- Provide hands-on IT support to Baton employees
- Identify opportunities for automation and integration, partnering with engineering teams as needed to execute on these opportunities
Compensation
- Range: The annual base salary range for this position is $180,000- $230,000*.
- In addition to base salary, Baton's full-time employees are eligible for an annual performance bonus.
- Compensation will vary based on factors including skill level, proficiencies, transferable knowledge, and experience.
- With Ryder's existing customer base of 50,000+ companies and an internal headcount of 43,000, the scale and impact of our products will be large and far-reaching, from day one.
Benefits
- Competitive Base Salary + Cash Bonus Structure
- Annual Company Bonus + Long Term Incentive Plan
- Medical, Dental, and Vision Health Coverage
- Employee Stock Purchase Program (15% discount to market value)
- You will own the vision, strategy, and execution of Baton's Production Support function, ensuring platform reliability, operational excellence, and exceptional customer experiences as we scale.
- You will also own the vision, strategy, and execution of Baton's internal IT environment.
- Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
Company info
- Baton is Ryder's in-house product development group focused on harnessing emerging technologies to redefine transportation and logistics. With $10B in freight under management, our technology reaches every part of the U.S. economy.
- We design and ship category-defining software that enables Ryder and its 50,000+ customers-including some of the world's most well-known brands-to plan and execute freight intelligently, efficiently, and cost-effectively. Our work includes everything from customer-facing software to the data platform that will power the next era of innovation at Ryder.
- Baton's mission: enable supply chain on autopilot.
- Ryder acquired Baton in 2022 to power its next wave of digital products. We operate at startup speed, with Fortune 500 reach. If you have a passion for solving complex problems and creating impact for the engine of the American economy, you'll love it here.
- You'll get to work in a rapidly growing, startup-like environment while having the stability and backing of Ryder and its full executive team.
- Creative, fast-paced environment to solve impactful problems in Supply Chain:
- We're going to design completely new tools for an industry that hasn't been rethought in decades. And to do this, we need people who think differently.
- With $10B in freight under management, our technology reaches every part of the U.S. economy.
- We design and ship category-defining software that enables Ryder and its 50,000+ customers-including some of the world's most well-known brands-to plan and execute freight intelligently, efficiently, and cost-effectively.
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