Offer summary

Qualifications:

Minimum 7 years of customer service leadership experience., At least 2 years in a senior manager or director role managing Asian-based third-party partners., Proven ability to use data and analytics to inform decisions., Bachelor’s degree required; MBA or related advanced degree preferred..

Key responsibilities:

Lead and manage third-party vendors for the Pano Intelligence Centers.

Develop and oversee reporting dashboards to monitor performance and identify trends.

Implement scalable processes and training programs to improve team efficiency.

Collaborate with cross-functional teams to ensure high-quality service delivery.

Pano AI (Pano) is the leader in early wildfire detection and intelligence, providing government, utilities, insurers, and private landowners with advanced tools and up-to-the-minute intelligence to quickly mitigate wildfire threats while protecting lives, property, and the environment. Pano combines advanced hardware, artificial intelligence, and software in a single integrated enterprise solution. Leveraging data and satellite feeds, as well as propriety imagery from a network of ultra-high-definition, 360-degree cameras atop high vantage points, Pano’s artificial intelligence model produces a real-time picture of threats in a geographic region and delivers immediate, actionable intelligence. Pano is based in San Francisco with a team of experienced technology professionals–from companies including Cisco, Tesla, Apple, Salesforce, and Nest–who are on a mission to give firefighters advanced tools to safeguard lives, communities, and the environment. Recently, Pano has been featured on Fox Business News, the San Francisco Chronicle, Morning Brew, and T&D World Magazine. Learn more at https://www.pano.ai/.

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 flareups from becoming devastating infernos.

About Pano: We are a 100+ person growthstage hybridremote startup, 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 easytouse, webbased platform. Leveraging a network of ultrahighdefinition, 360degree cameras atop high vantage points, as well as satellite and other data feeds, Pano AI produces a realtime 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 TMobile Ventures. Learn more at https:www.pano.ai .

The Role

We are seeking a highly experienced, datadriven Director to lead and manage our 3rd party vendors for our Pano Intelligence Centers in India and the Philippines. This leader will oversee the delivery of actionable intelligence to our customers, combining strategic leadership with analytical expertise to drive customer satisfaction, streamline operations, and generate measurable business impact. This is a highvisibility role where you will shape the future of our intelligence centers and play a critical part in delivering value to our global customers.

What youll 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 crossfunctional 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 youll 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 with 3rdparty Asian based 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 fastpaced environments.
Excellent communication, leadership, and stakeholder management skills.
Bachelor’s degree required; MBA or advanced degree in Business, Analytics, or related field preferred.
Travel internationally quarterly.
Final salary offered is based upon multiple factors, including individual jobrelated 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 teammembers 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.