Manager, Rider Operations

The Rider Operations team at Zoox ensures the success of all customer interactions with our robotaxi service. We are the human partner to the robot AI, providing an amazing support experience to our customers. In preparation for our commercial launch, we are growing our team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides. We are seeking an experienced manager who will scale and lead the team and will be the human point of contact for our riders. 

As the Manager for Rider Operations, you will be responsible for ensuring the success of all customer interactions for our robotaxi service. This role combines the delivery of traditional customer service with specialized real-time rider support during customer rides. You will be a part of creating new products and services that allow the Rider Operations team to understand what is happening in and around our vehicles. Your team will be the human partner to the robot AI, providing an amazing customer support experience to our customers.  The role will require working across the Product, Experience, Software, and Fleet Operations teams to help define and execute the roadmap for our rider operations service.  It requires empathy and creativity, along with a data-driven approach to inform product and process design. 

In this role, you will::
Lead an awesome team of Rider Operations leads and associates, with empathy and expertise. Develop and iterate both the daily tactical and the longer-term strategic vision for the RiderOps operating model at scale, leveraging experience to serve as a subject matter expert and ensuring the roadmap aligns with long-term company goals. Work with the Program Management team, Product Management team, and other key partners to develop roadmaps, plans, and operational processes to support testing and service operations. Provide effective prioritization and delegation, working closely with senior FleetOps leadership, to proactively identify risks and mitigation strategies to de-risk and accelerate goals. You will also build strong relationships with executives and other key stakeholders to provide an understanding of the current state of Rider Operations and forecast future resource needs. Support the development of service tenets and create ways to quantitatively assure that the highest levels of customer safety and delight are delivered. Manage short and long-term planning and budgeting for Rider Operations, including resourcing needs. Grow an FTE and third-party contracted workforce to support company goals. Work effectively in the gray space; bringing clarity to uncertainty, to enable tactical and strategic decision-making. 

Qualifications:
8+ years of innovative management experience in leading customer operations, technical product operations, or customer service development 3+ years of experience in a people management role where you were responsible for professional development, compensation, and performance reviews Bachelor’s degree Experience with various CRM systems (Zendesk, Salesforce, etc.) Demonstrated ability to develop diverse and exceptional teams and processes from scratch, and superior people and stakeholder management skills Strong problem-solving and conflict resolution skills to identify issues, prioritize tasks, and ensure escalations are addressed promptly, and demonstrated ability to define, streamline, and mature operations over time Prior experience developing and using data and metrics to support tactical and strategic decision-making

Bonus Qualifications:
Experience in the autonomous vehicle, transportation dispatch, and emergency response industries Experience working with top-tier customer service organizations (Amazon, Zappos, etc.)  Experience working with Business Process Outsourcing (BPO) organizations