Pano AI is seeking a Customer Service Manager to lead day-to-day operational performance across our Pano Intelligence Center. This highly execution-oriented role focuses on vendor management, service quality, and scalable execution at the intersection of customer experience, vendor operations, and business impact.
What You'll Do
- Actively manage Pano Intelligence Center operations with a hands-on approach, monitoring performance and ensuring consistent service delivery.
- Serve as the primary point of accountability for vendor performance, alignment, and quality across assigned partners.
- Identify gaps in vendor performance and implement corrective actions, including process improvements and targeted training.
- Translate operational insights into clear, actionable guidance for vendors and internal stakeholders.
- Evaluate operational issues as indicators of broader risks or opportunities, designing solutions that address root causes.
- Partner with Analytics, Product, and Engineering to surface trends, inform tooling improvements, and close feedback loops.
- Coach and support team members and vendor leads through data-driven feedback and structured follow-ups.
- Contribute to a culture of urgency, ownership, and continuous improvement.
What We're Looking For
- 5+ years of experience in customer experience, operations, or service delivery roles with direct responsibility for day-to-day execution.
- Demonstrated experience managing third-party vendors or partners in an operational environment.
- Strong attention to detail paired with the ability to think systemically and at scale.
- Proven ability to identify trends, analyze data, and translate insights into operational improvements.
- Comfort operating in ambiguity and taking initiative without needing explicit direction.
- Excellent written and verbal communication skills, with the ability to act decisively in high-pressure or time-sensitive situations.
- Strong organizational and prioritization skills in fast-paced, high-growth environments.
- Bachelor’s degree required.
Team & Environment
This role reports to the Director of Pano Intelligence Centers.
Benefits & Compensation
- Stock options
- Comprehensive medical, dental, and vision coverage
- Matching 401(k) plan
- Flexible paid time off
Work Mode
This is a hybrid position based in San Francisco.
