Manager, Rider Operations

Fleet Operations is at the vanguard of operations at Zoox. Today, our various Fleet Operations teams are  charged with executing across vehicle operations, teleoperations, and engineering support for our robot fleet.  In preparation for our commercial launch, we are creating a new Rider Operations team within Fleet Operations. We are seeking an experienced manager that will build and lead the team that will be the human point of contact for our riders in the near future. 
As the Manager for Rider Operations, you will be responsible for ensuring the success of all customer interactions for our robotaxi service. This role is especially challenging because it combines the delivery of traditional customer service with specialized real-time rider support during customer rides. You will be a big part of creating brand 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, SW and Fleet Operations teams to help define and execute the roadmap for our rider operations service.  It requires empathy and creativity, as much as a data-driven approach to inform product and process design.

Responsibilities

• Building and leading an awesome team of RiderOps Specialists with empathy and expertise.
• Working with the Program Management and Product teams, and other key partners, to develop plans and operational processes to support testing and service operations.
• Providing effective prioritization and delegation, working closely with the Director, and other leadership, to proactively identify risks and mitigation strategies to de-risk and accelerate goals. 
• Support the development of service tenets and create ways to quantitatively assure that the highest levels of customer safety  and delight are delivered.
• Building strong relationships with executives and other key stakeholders, to provide an understanding of the current state of rider operations, and forecast availability of resources.
• Working effectively in the gray space; bringing clarity to uncertainty, to enable tactical and strategic decision making.

Qualifications

• 6+ years of management experience in leading customer operations or customer service development. 
• Demonstrated ability to develop diverse and exceptional teams from scratch.
• Demonstrated ability to define, streamline, and mature operations over time.
• Prior experience developing and using data and metrics to support strategic decision-making.
• Demonstrated ability to concisely and effectively communicate at all levels of an organization.
• Superior people and stakeholder management skills.
• BA/BS in management, business or associated degree.

Vaccine Mandate
Employees working in this position will be required to be fully vaccinated against the COVID-19 virus. An applicant is considered fully vaccinated two weeks after their second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or two weeks after a single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine. Applicants will be required to show proof of vaccination status upon receipt of a conditional offer of employment. That offer of employment will be conditioned upon, among other things, an Applicant’s ability to show proof of vaccination status. Please note the Company provides reasonable accommodations in accordance with applicable state, federal and local laws.
About Zoox
Zoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics, machine learning, and design, Zoox aims to provide the next generation of mobility-as-a-service in urban environments. We’re looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.
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A Final Note:You do not need to match every listed expectation to apply for this position. Here at Zoox, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.