Serve Robotics

• Develop and execute a comprehensive government affairs strategy aligned with the Serve Robotics business goals, and ensure their effective implementation • Be point of contact for stakeholder engagement and issues management at community meetings including town halls, regulatory hearings, etc • Coordinate with functional and technical team members as appropriate • Monitor and analyze regulator sentiment, concerns, and feedback, and work with the Policy team to develop proactive strategies to address issues and maintain positive relationships • Build and foster relationships with external stakeholders including, but not limited to, local elected officials, industry coalitions, community partners, regulatory bodies, and neighbors/landowners within Serve Robotics markets • Maintain an internal government affairs database, ensure all contact or activities are recorded, and run reports, as needed • Represent the organization at government meetings, events, and forums, serving as a spokesperson and advocate for Serve Robotics operations • Develop and produce written and oral communications on Serve Robotics operations for public dissemination including one pagers, town halls, public testimony, etc • Provide regular reports and updates to senior management on government affairs activities, outcomes, and key performance indicators, as well as the performance and development of the government affairs team

• Lead, mentor, and grow a team of data and analytics engineers. This includes hiring, performance management, career development, planning, and setting technical standards. • Define the data engineering and analytics roadmap, aligned with company goals. This includes prioritizing data platform investments, reporting needs, analytics capabilities, and cross-functional data initiatives. • Oversee the design, reliability, scalability, and governance of the company’s data infrastructure, such as data warehouses, data lakes, ETL/ELT pipelines, orchestration systems, semantic layers, and BI tooling. • Ensure business stakeholders have accurate dashboards, metrics, reporting, and ad hoc analysis to support decision-making across functions such as product, operations, finance, sales, marketing, and executive leadership. • Make self-service an organization-wide goal by building rich, trusted datasets and enabling access through AI-powered natural language interfaces. • Establish standards for data accuracy, lineage, documentation, access controls, privacy, security, and compliance.

• Serve as the primary incident lead during your region’s daytime hours, coordinating technical investigations, centralizing communication, and engaging the appropriate engineering and SRE teams when escalation is required. • Respond to escalations from Tier 1 support, using runbooks, metrics, logs, and system diagnostics to investigate and remediate issues or determine when escalation to Tier 3 is necessary. • Develop and update runbooks, workflows, and operational documentation to ensure consistent and reliable responses to recurring issues, collaborating with product teams to expand coverage over time. • Write, maintain, and enhance automation scripts and tools that streamline common remediation steps, improve response times, and reduce manual operational overhead. • Use metrics, logs, and tracing tools (Grafana/Prometheus, GCP Monitoring, OpenTelemetry) to proactively identify problems, validate system behavior, and support continuous improvement of detection mechanisms. • Act as the central point of communication during active incidents, ensuring timely updates and clear routing to the correct product engineering and SRE stakeholders. • Collaborate with reliability and product teams to share insights, recommend improvements, and help refine processes that enhance the stability and operability of our systems. • Participate in a shared weekend on-call rotation to help maintain operational coverage for production systems, responding to incidents and escalations as needed and coordinating with engineering teams when issues arise. • Help establish operational best practices, refine workflows, and prepare the foundation for a broader reliability operations function.

• Lead incident investigations during your region’s daytime hours, providing timely updates, escalating appropriately, and supporting senior engineers leading the response. • Respond to escalations from Tier 1 support using established runbooks, metrics, logs, and diagnostics to remediate issues or escalate to Tier 3 when needed. • Update runbooks and operational documentation based on new issues, discoveries, and feedback, ensuring clarity and consistency across all procedures. • Run existing automations and collaborate with senior team members to enhance tooling and scripts that streamline troubleshooting and remediation tasks. • Use observability tools such as Grafana/Prometheus, GCP Monitoring, and OpenTelemetry to interpret metrics, logs, and traces, helping identify anomalies and validate system performance. • Provide concise, accurate updates during incidents, ensuring information reaches the correct engineering and SRE contacts and supporting structured incident coordination. • Participate in discussions around root causes, share operational insights, and contribute to process improvements that enhance system stability and supportability. • Participate in a shared weekend on-call rotation to help maintain operational coverage for production systems, responding to incidents and escalations as needed and coordinating with engineering teams when issues arise. • Proactively strengthen workflows, adopt best practices, and build the foundation of the Reliability Operations function as it evolves.

• Research, analyze, and formally document complex technical accounting matters under U.S. GAAP through comprehensive position memoranda and cross-functional collaboration • Lead the end-to-end accounting for equity and stock-based compensation, including technical analysis, documentation, and financial reporting • Support the preparation of recurring technical accounting analyses for the global organization • Assist the Finance team in developing and maintaining formal accounting policy documentation • Assist with the preparation of quarterly and annual SEC filings • Support coordination with the external audit team during quarterly reviews and annual audits • Serve as a strategic cross-functional partner to FP&A, Legal, Operations, and Executive Leadership • Manage multiple concurrent reporting and technical accounting workstreams

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses. The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity. Who We Are We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully. The Merchant Success Lead owns the health, reliability, and growth of Serve’s merchant portfolio across third-party delivery platforms such as Uber and DoorDash. This role is accountable for merchant performance outcomes and defines the strategy, processes, and standards that drive retention, satisfaction, and order volume at scale. The Merchant Success Lead partners cross-functionally with Business Development, Operations, Product, and platform partners to solve systemic issues, influence roadmap decisions, and build scalable solutions that strengthen merchant performance and long-term partnerships. JOB DUTIES - Own end-to-end performance of Serve’s merchant portfolio, with accountability for merchant health, retention, reliability, and revenue growth across all supported delivery platforms - Lead the full merchant lifecycle strategy including onboarding, activation, engagement, and renewal, ensuring merchants successfully adopt and scale Serve’s delivery capabilities - Act as the primary point of contact for high-value and strategic merchants, building executive-level relationships and managing complex escalations with a focus on long-term solutions - Identify and resolve systemic issues impacting merchant performance, partnering with Operations, Product, Support, and Engineering to implement scalable fixes rather than one-off solutions - Translate merchant insights and performance data into actionable recommendations, influencing product, operational, and partnership decisions - Drive performance reviews and growth planning with key merchants, using data to identify opportunities to increase order volume, engagement, and retention - Own cross-platform coordination with partners such as Uber and DoorDash, aligning on merchant initiatives, resolving escalations, and advancing joint programs - Define and scale merchant success playbooks and operating standards, including onboarding, support, promotions, and issue resolution, to improve consistency and efficiency - Monitor and analyze portfolio-level performance trends, proactively identifying risks and opportunities and driving action across stakeholders - Lead strategic initiatives such as new market launches, platform integrations, and growth programs that expand and strengthen Serve’s merchant network - Mentor and elevate Partnership Managers and Associate Partnership Managers, providing guidance, sharing best practices, and improving team performance EXPERIENCE, QUALIFICATIONS, & SKILLS Required Experience, Qualifications, and Skills - 8+ years of experience in merchant success, account management, partnerships, operations, or related roles - Experience working with marketplace platforms, delivery platforms, or partner ecosystems - Demonstrated ability to manage complex stakeholder relationships and resolve operational challenges - Strong analytical skills with the ability to interpret performance metrics and identify business insights - Excellent communication and relationship management skills with the ability to engage internal and external partners - Experience using CRM or support platforms such as HubSpot, Zendesk, or similar tools - Ability to manage multiple priorities in a fast-paced environment - Ability to travel up to 25% for merchant meetings, field visits, and partner engagements What makes you stand out - Experience working in last-mile delivery, food tech, logistics, or marketplace environments - Experience supporting merchant or partner success programs at high-growth startups or scale-ups - Demonstrated experience building operational playbooks, SOPs, or partner enablement programs - Experience collaborating directly with platform account teams such as Uber, DoorDash, or similar marketplaces - Experience working cross-functionally with product and engineering teams to improve partner-facing tools or processes

• Manage all phases of employment-related litigation, including wage and hour class actions, PAGA representative actions, wrongful termination, discrimination, harassment, and retaliation claims, from pre-litigation assessment through trial or resolution. • Provide day-to-day employment law counsel to the Human Resources department on a wide range of employment law matters, including hiring, performance management, discipline, terminations, compensation, and workplace conduct. • Draft, review, and update employment policies, handbooks, offer letters, separation agreements, and other employment-related documents to maintain compliance with California law and emerging regulatory requirements. • Manage and direct outside counsel retained for employment and litigation matters. • Lead or oversee internal workplace investigations involving allegations of discrimination, harassment, retaliation, policy violations, and other employee misconduct, and prepare written investigation reports and recommendations. • Manage the company's response to administrative charges and complaints filed with the California Civil Rights Department (CRD), the Equal Employment Opportunity Commission (EEOC), the California Labor Commissioner, and other federal and state agencies. • Develop and deliver training programs for HR professionals, managers, and senior leadership on employment law topics, including anti-harassment, anti-discrimination, wage and hour compliance, and leave administration. • Represent the company in mediations, arbitrations, and other alternative dispute resolution proceedings, including preparation of mediation briefs, settlement analyses, and negotiation of resolution terms.

• Set the direction for target hardware feature capabilities, enhancements and partner integrations to improve service efficiency, scalability and experience. • Work closely with engineering teams to make trade offs between time to market, scalability, and safeguard against likely gotchas. Craft actionable requirements that capture business opportunities and operational pain points. Deep dive into our hardware design and architecture to support engineering and write user acceptance criteria that accelerate QA for any new or refined feature. • Facilitate data gathering for key issues priority and focus, tracking back to OKRs and KPIs • Define key performance metrics, analyze production performance, and be the go-to for the performance of the target hardware features. • Collaborate with legal, security, and compliance teams to meet industry standards and scale integrations. • Serve as the key interface between Serve Robotics and partner technical teams, providing guidance on what is feasible and ensuring successful integration and alignment with product goals.

• Lead end-to-end vendor and commercial contract negotiations, including drafting, redlining, and resolving contested business and legal issues across SaaS subscriptions, master services agreements, procurement contracts, data processing agreements, and terms of service. • Identify, evaluate, and deploy AI-powered legal solutions (e.g., contract lifecycle management platforms, AI-assisted review and abstraction tools, clause libraries) to accelerate throughput, reduce cycle times, and scale the contracting function to meet growing business demand. • Build and own a library of standardized contract templates, negotiation playbooks, and approved fallback positions that enable business teams to self-serve on routine transactions, reduce legal bottlenecks, and enforce consistent contracting standards at scale. • Drive proactive legal operations initiatives that identify inefficiencies, redesign workflows, and implement automation to eliminate manual bottlenecks and establish repeatable, scalable processes across the legal department. • Partner directly with Procurement, IT, Finance, Security, and Sales teams to guide vendor onboarding, resolve contracting questions, and ensure compliance with company standards throughout the deal lifecycle. • Conduct risk assessments on proposed commercial arrangements, flagging material exposures related to indemnification, liability allocation, intellectual property, data privacy, and regulatory compliance. • Define, track, and maintain contract and legal operations metrics, including cycle time, volume, key terms, risk areas, self-service adoption rates, and cost savings from automation, and deliver regular reporting to leadership and the broader organization. • Develop and deliver training programs for cross-functional stakeholders on contract processes, negotiation guardrails, and the effective use of legal technology tools, driving adoption and reducing dependency on legal for routine matters.

• Collaborate with IT, SRE and Software engineering teams to define and implement security best practices across Serve’s cloud infrastructure (AWS/GCP). • Develop and support internal security risk assessment processes as part of Serve’s software and system lifecycle and third party vendor acquisitions. • Develop, maintain, and improve automation tools for secure configuration management and continuous monitoring (e.g., runtime security, image scanning, IAM policy enforcement). • Design and deploy infrastructure and application security controls to protect critical information systems. • Design and deploy endpoint security measures to protect IT managed devices. • Design and implement IT infrastructure hardening requirements for on-premise network infrastructure: firewalls, switches, and on-premise storage etc. • Research and monitor threats and vulnerabilities, perform impact assessments and drive remediation actions partnering with engineering teams. • Participate in the triage, investigation, and resolution of security incidents. • Participate in the Security team on-call rotation.