<div><span style="font-size:21.3333px;">Who we are</span></div><div><br></div><div><span style="font-size:10pt;"><b>The problem</b>: 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. </span></div><div><br></div><div><span style="font-size:10pt;"><b>About Pano:</b> 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. </span></div><div><br></div><div><span style="font-size:10pt;">Pano AI is on</span><a style="font-size:10pt;" href="https://www.linkedin.com/company/time/"> TIME</a><span style="font-size:10pt;">'s list of the</span><a style="font-size:10pt;" href="https://time.com/collections/time100-companies-2025/7289577/pano-ai/"> 100 Most Influential Companies of 2025!</a><span style="font-size:10pt;"> MIT Technology Review listed Pano as one of the</span><a style="font-size:10pt;" href="https://www.technologyreview.com/2024/10/01/1104375/2024-climate-tech-companies-pano-ai-fire-detecting-ai/"> top 15 climate tech companies to watch</a><span style="font-size:10pt;"> in 2024, and Fast Company named Pano AI one of the</span><a style="font-size:10pt;" href="https://www.fastcompany.com/90846670/most-innovative-companies-artificial-intelligence-2023"> Top 10 most innovative companies in AI of 2023</a><span style="font-size:10pt;">. We’ve also been featured in the</span><a style="font-size:10pt;" href="https://www.wsj.com/articles/ai-wildfire-detection-startup-raises-44-million-2d662b00?mod=venture-capital_feat1_new-money_pos1"> Wall Street Journal</a><span style="font-size:10pt;">,</span><a style="font-size:10pt;" href="https://www.bloomberg.com/news/articles/2025-01-21/la-fires-bolster-investment-case-for-climate-adaptation-technology"> Bloomberg</a><span style="font-size:10pt;">,</span><a style="font-size:10pt;" href="https://www.cnbc.com/video/2024/11/18/ai-helping-to-fight-wildfires.html"> and CNBC News</a><span style="font-size:10pt;">.  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</span><a style="font-size:10pt;" href="https://techcrunch-com.cdn.ampproject.org/c/s/techcrunch.com/2023/07/10/pano-series-a-extension/amp/"> $89M in venture capital funding</a><span style="font-size:10pt;"> from Giant Ventures, Liberty Mutual Ventures, Tokio Marine Future Fund, Congruent Ventures, Initialized Capital, Salesforce Ventures, and T-Mobile Ventures. Learn more at</span><a style="font-size:10pt;" href="https://www.pano.ai/"> https://www.pano.ai/</a><span style="font-size:10pt;">.  </span></div><div><br></div><div><br></div><div><br></div><div><span style="font-size:16pt;">The Role </span></div><div><br></div><div><span style="font-size:10pt;">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.</span></div><br><br><h3>What you'll do</h3><ul><li>Foster a culture of accountability, performance excellence, and continuous improvement.</li><li>Build and manage reporting dashboards to track performance, identify trends, and deliver improvement both individually and in partnership with the analytics team.</li><li>Implement scalable processes and training programs to support team development and efficiency.</li><li>Collaborate with cross-functional teams (Product, Engineering, Finance, Analytics, and Operations) to ensure service delivery.</li><li>Establish feedback loops to ensure performance insights inform product roadmaps and service enhancements.</li><div><br></div></ul><h3>What you'll bring</h3><ul><li>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 3rd-party Asian based partners.</li><li>Proven experience in using data and analytics to drive operational and strategic decisions.</li><li>Strong background in statistical analysis, reporting, and data visualization (SQL, Tableau, Power BI).</li><li>Demonstrated success in building and scaling customer service teams in fast-paced environments.</li><li>Excellent communication, leadership, and stakeholder management skills.</li><li>Bachelor’s degree required; MBA or advanced degree in Business, Analytics, or related field preferred.</li><li>Travel internationally up to four times a year</li></ul><br><div><span style="font-size:10pt;">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. </span></div><div><br></div><div>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.</div>

<p><strong>About Pano</strong><span style="font-weight: 400;">: Founded in 2020, </span><a href="https://www.pano.ai/"><span style="font-weight: 400;">Pano</span></a><span style="font-weight: 400;"> is building the world&rsquo;s first fully-integrated disaster management platform focused on climate change resilience. Pano&rsquo;s SaaS solution leverages advanced hardware, software, and artificial intelligence technologies to modernize the disaster preparedness industry. Pano Rapid Detect, the company&rsquo;s first product, is already a leader in wildfire early detection and intelligence, with millions of dollars in revenue&nbsp; stretching across 4 states in the U.S. and 2 states in Australia. </span></p>
<p><span style="font-weight: 400;">Our customers include PG&amp;E, Portland General Electric, the Big Sky Montana Fire Department, and Southern Cross Forests.Our team is composed of seasoned technology professionals from companies such as Cisco, Apple, and Nest. Headquartered in San Francisco with an office and factory in the Mission District, our hybrid team works from locations around the world. Founded in mid-2020, we&rsquo;ve raised over $8M from leading VC funds and prominent angel investors, including the CEOs of Gitlab, HomeLight, and People.AI. </span></p>

Director of Customer Service

<div><span>Who we are</span></div><div><br></div><div><span><b>The problem</b>: Every minute matters in fire response.&nbsp; 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.&nbsp;</span></div><div><br></div><div><span><b>About Pano:</b> We are a 100+ person growth-stage hybrid-remote start-up, headquartered in San Francisco.&nbsp; 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.&nbsp; 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.&nbsp;</span></div><div><br></div><div><span>Pano AI is on</span><a href="https://www.linkedin.com/company/time/"> TIME</a><span>'s list of the</span><a href="https://time.com/collections/time100-companies-2025/7289577/pano-ai/"> 100 Most Influential Companies of 2025!</a><span> MIT Technology Review listed Pano as one of the</span><a href="https://www.technologyreview.com/2024/10/01/1104375/2024-climate-tech-companies-pano-ai-fire-detecting-ai/"> top 15 climate tech companies to watch</a><span> in 2024, and Fast Company named Pano AI one of the</span><a href="https://www.fastcompany.com/90846670/most-innovative-companies-artificial-intelligence-2023"> Top 10 most innovative companies in AI of 2023</a><span>. We’ve also been featured in the</span><a href="https://www.wsj.com/articles/ai-wildfire-detection-startup-raises-44-million-2d662b00?mod=venture-capital_feat1_new-money_pos1"> Wall Street Journal</a><span>,</span><a href="https://www.bloomberg.com/news/articles/2025-01-21/la-fires-bolster-investment-case-for-climate-adaptation-technology"> Bloomberg</a><span>,</span><a href="https://www.cnbc.com/video/2024/11/18/ai-helping-to-fight-wildfires.html"> and CNBC News</a><span>.&nbsp; 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</span><a href="https://techcrunch-com.cdn.ampproject.org/c/s/techcrunch.com/2023/07/10/pano-series-a-extension/amp/"> $89M in venture capital funding</a><span> from Giant Ventures, Liberty Mutual Ventures, Tokio Marine Future Fund, Congruent Ventures, Initialized Capital, Salesforce Ventures, and T-Mobile Ventures. Learn more at</span><a href="https://www.pano.ai/"> https://www.pano.ai/</a><span>. &nbsp;</span></div><div><br></div><div><br></div><div><br></div><div><span>The Role&nbsp;</span></div><div><br></div><div><span>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.</span></div><br><br><h3>What you'll do</h3><ul><li>Foster a culture of accountability, performance excellence, and continuous improvement.</li><li>Build and manage reporting dashboards to track performance, identify trends, and deliver improvement both individually and in partnership with the analytics team.</li><li>Implement scalable processes and training programs to support team development and efficiency.</li><li>Collaborate with cross-functional teams (Product, Engineering, Finance, Analytics, and Operations) to ensure service delivery.</li><li>Establish feedback loops to ensure performance insights inform product roadmaps and service enhancements.</li><div><br></div></ul><h3>What you'll bring</h3><ul><li>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 3rd-party Asian based partners.</li><li>Proven experience in using data and analytics to drive operational and strategic decisions.</li><li>Strong background in statistical analysis, reporting, and data visualization (SQL, Tableau, Power BI).</li><li>Demonstrated success in building and scaling customer service teams in fast-paced environments.</li><li>Excellent communication, leadership, and stakeholder management skills.</li><li>Bachelor’s degree required; MBA or advanced degree in Business, Analytics, or related field preferred.</li><li>Travel internationally up to four times a year</li></ul><br><div><span>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.&nbsp;</span></div><div><br></div><div>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.</div>

Director of Customer Service

About the Job

About the Company

Pano AI

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