Step into a pivotal role supporting the growth of a fast-evolving fleet operations organization as it transitions from an R&D mindset into a commercial business. This hybrid opportunity is ideal for a detail-oriented process professional who enjoys improving operations, strengthening playbooks, and partnering across teams to create efficient, well-documented workflows.

Responsibilities

• Intake, organize, document, and prioritize process improvement requests and playbook updates from multiple operational sources
• Partner cross-functionally with BaseOps, RemoteOps, Product, and Engineering teams to help drive initiatives forward
• Support development and maintenance of clear, robust process documentation for fleet operations teams
• Track progress on process improvement workstreams and provide bi-weekly updates to key stakeholders
• Identify opportunities to streamline handoffs, improve response quality, and increase operational efficiency
• Contribute to efforts that help vehicles return to service faster through better processes and documentation
• Support new process creation for teams working both in the fusion center and on-site with the robots

Skills

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 3+ years of experience in program management, operational excellence, process improvement, or a similar discipline
• Experience improving operational efficiency in remote operations environments such as call centers, BPOs, teleoperation, or remote support centers
• Background in a product-based operations environment
• Strong ability to use data and metrics to support decisions and recommendations
• Excellent written and verbal communication skills
• Proactive, resourceful, and able to work independently and collaboratively
• Strong computer literacy and comfort working with common business tools

Preferred Skills

• Experience documenting operational playbooks or standard operating procedures
• Familiarity with highly cross-functional environments
• Ability to manage multiple priorities while maintaining attention to detail
• Comfort working in a fast-changing, scaling organization
• Interest in continuous improvement and building efficient, customer-focused operations

Horizontal is committed to fostering an inclusive, equitable workplace where people of all backgrounds can thrive. We welcome candidates who bring different perspectives, experiences, and approaches to problem-solving, and we value collaboration, respect, and belonging as core principles.