Director Of Customer Service

Director Of Customer Service

San Francisco, California

Operations / Full-Time / On-site

The problem: Every minute matters in fire response. As climate change amplifies the intensity of wildfires—with longer fire seasons, dryer fuels, and faster winds—new ignitions spread faster and put more communities at risk. Today, most wildfires are detected by bystanders and reported via 911, meaning it can take hours to detect a fire, verify its exact location and size, and dispatch first responders. Fire authorities need a faster way to detect, confirm, and pinpoint fires so that they can quickly respond—preventing small flare-ups from becoming devastating infernos.

About Pano: We are a 100+ person growth-stage hybrid-remote start-up, headquartered in San Francisco. We are the leader in early wildfire detection and intelligence, helping fire professionals respond to fires faster and more safely—with the right equipment, timely information, and enhanced coordination—so that they can stop a new ignition before it grows. Pano AI combines advanced hardware, software, and artificial intelligence into an easy-to-use, web-based platform. Leveraging a network of ultra-high-definition, 360-degree cameras atop high vantage points, as well as satellite and other data feeds, Pano AI produces a real-time picture of threats in a geographic region and delivers immediate, actionable intelligence.

The role: We are seeking a highly experienced and data-driven Director to lead our Pano Intelligence Centers in the delivery of actionable intelligence to our customers. This role combines strategic leadership with deep analytical expertise to enhance customer satisfaction, streamline support operations, and deliver measurable business impact. The ideal candidate has a proven track record of leading high-performing teams, driving operational improvements through data insights, and aligning customer service strategies with overall business goals.

What you'll do:

• Foster a culture of accountability, performance excellence, and continuous improvement.
• Build and manage reporting dashboards to track performance, identify trends, and deliver improvement both individually and in partnership with the analytics team.
• Implement scalable processes and training programs to support team development and efficiency.
• Collaborate with cross-functional teams (Product, Engineering, Finance, Analytics, and Operations) to ensure service delivery.
• Establish feedback loops to ensure performance insights inform product roadmaps and service enhancements.

What you'll bring:

• 7+ years in customer service leadership roles, with at least 2 of those years at a senior manager or director level delivering excellent operational support through 3rd-party partners.
• Proven experience in using data and analytics to drive operational and strategic decisions.
• Strong background in statistical analysis, reporting, and data visualization (SQL, Tableau, Power BI).
• Demonstrated success in building and scaling customer service teams in fast-paced environments.
• Excellent communication, leadership, and stakeholder management skills.
• Bachelor's degree required; MBA or advanced degree in Business, Analytics, or related field preferred.

$168,000 - $200,000 a year

Final salary offered is based upon multiple factors, including individual job-related qualifications, education, experience, knowledge, skills and location. In addition to salary, this position is also eligible for stock options. We offer comprehensive medical, dental and vision insurance, unlimited paid time off, and matching 401k.

Pano is an equal opportunity employer committed to recruiting and supporting our team-members regardless of where they come from. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.