Customer Service Manager
Help us tackle the growing wildfire crisis with the latest advancements in AI and IoT
Who we are
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 150+ 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.
Pano AI is on TIME's list of the 100 Most Influential Companies of 2025! MIT Technology Review listed Pano as one of the top 15 climate tech companies to watch in 2024, and Fast Company named Pano AI one of the Top 10 most innovative companies in AI of 2023. We’ve also been featured in the Wall Street Journal, Bloomberg, and CNBC News. Pano AI’s dozens of government and enterprise customers span 16 states in the U.S., five states in Australia, and BC, Canada, and we are currently monitoring over 30 million acres of land. Pano AI has raised $89M in venture capital funding from Giant Ventures, Liberty Mutual Ventures, Tokio Marine Future Fund, Congruent Ventures, Initialized Capital, Salesforce Ventures, and T-Mobile Ventures. Learn more at https://www.pano.ai/.
The Role
Pano is seeking a highly execution-oriented Operations Manager with a background in Customer Experience or Operations Management to lead day-to-day operational performance across our Pano Intelligence Center, with a particular focus on vendor management, service quality, and scalable execution. This role is ideal for a detail-driven operator who thrives in fast-moving environments, takes ownership without prompting, and continuously translates frontline issues into systemic improvements.
Reporting to the Director of Pano Intelligence Centers, this role sits at the intersection of customer experience, vendor operations, and business impact. You will be deeply involved in daily execution while also identifying patterns, risks, and opportunities to improve quality, efficiency, and scalability as Pano grows.
What you’ll do
Actively manage Pano Intelligence Center operations with a hands-on approach, including monitoring performance, addressing issues in real time, 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 not only as isolated incidents, but as indicators of broader risks or opportunities.
Design and implement solutions that address root causes and scale across teams, vendors, and workflows.
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 you’ll bring
5+ years of experience in customer experience, operations, or service delivery roles, including 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.
Final compensation for full-time employees is determined by a variety of factors, including job-related qualifications, education, experience, skills, knowledge, and geographic location. In addition to base salary, full-time roles are eligible for stock options. Our benefits package also includes comprehensive medical, dental, and vision coverage, a matching 401(k) plan, and flexible paid time off.