Head of IT and Production Support

About the role

Baton is Ryder 's in-house product development group focused on harnessing emerging technologies to redefine transportation and logistics. With $10B in freight under management, our technology reaches every part of the U.S. economy. We design and ship category-defining software that enables Ryder and its 50,000+ customers-including some of the world's most well-known brands-to plan and execute freight intelligently, efficiently, and cost-effectively. Our work includes everything from customer-facing software to the data platform that will power the next era of innovation at Ryder. Baton's mission : enable supply chain on autopilot. Ryder acquired Baton in 2022 to power its next wave of digital products. We operate at startup speed, with Fortune 500 reach. If you have a passion for solving complex problems and creating impact for the engine of the American economy, you'll love it here. Role: Head of IT and Production Support Location: Hayes Valley, San Francisco, CA Basic Job Details Job Type: Full Time Work Model: Hybrid Remote Days: Monday & Friday Office Days: Tuesday, Wednesday, Thursday Job Description Baton is looking for a Head of IT and Production Support to help us scale. This role sits at the intersection of engineering operations, customer reliability, and enterprise IT. It is ideal for a technical leader who thrives in ambiguity, cares about both internal and external customers, and can operate strategically while staying hands-on when needed. You will own the vision, strategy, and execution of Baton's Production Support function, ensuring platform reliability, operational excellence, and exceptional customer experiences as we scale. You'll lead and grow a team of Production Support Engineers, and establish Baton's technical support function as a strategic partner to Engineering, Product, and Customer Success. You will also own the vision, strategy, and execution of Baton's internal IT environment. Baton operates as an independent subsidiary with our own technology stack (Google Workspace, Slack, AWS) while being part of Ryder's enterprise environment (Microsoft 365, Teams, Azure). You will manage and improve our day-to-day systems while acting as a strategic bridge between Baton and Ryder's enterprise IT organization.

Responsibilities

• Leadership & Team Development:
• Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements
• Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth
• Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic
• Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing
• Operational Excellence:
• Design and implement comprehensive runbooks, processes, and operational documentation
• Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data
• Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations
• Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling
• Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations
• Strategic Initiatives:
• Define the team's charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model
• Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities-ensuring Baton's infrastructure can scale to support Ryder's 50K+ customers
• Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
• Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes-protecting engineering bandwidth for strategic roadmap work
• Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction
• Enterprise IT Administration :
• Manage and administer Baton's core IT systems including Google Workspace, Slack, AWS, related productivity tools, MDM, office A/V, and our office internet/WiFi
• Develop and implement strategies for bridging Baton and Ryder systems where appropriate, including SSO, identity management, and cross-platform workflows
• Act as primary technical liaison with Ryder's enterprise IT team, navigating policies, security requirements, and integration opportunities
• Build relationships with Ryder IT leadership to advocate for Baton's needs while ensuring

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