Manager, Customer Success Operations, Night Shift

  • Cruise
  • Scottsdale, AZ
  • May 14, 2022
Full time role Business Development Operations Communications

Job Description

We're Cruise, a self-driving service designed for the cities we love.

We’re building the world’s most advanced, self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.

If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, join us.

About the Role:

The Customer Success (CS) team at Cruise is the primary human connection with our customers. In this role, you’ll be an early member of a critical team in a rapidly developing industry. As Manager, Customer Success Operations you’ll have a significant impact on the experience of our customers and the teams who support them. You’ll lead front-line CS teams and collaborate with cross-functional partners to drive impactful training, design, product, and operations in pursuit of creating consistently fantastic support for our customers. 

You will ensure we deliver outstanding quality by measuring performance, coaching for growth and finding strategic insights. This role will be very hands on and you should be excited about diving into the details and staying close to the customer experience. People who thrive in this role will be curious, analytical, flexible, adaptable, dynamic, and collaborative!

What you'll be doing:

  • Work from our Scottsdale, AZ office
  • Lead night operations (8pm - 7am, 4 days/week, subject to adjustment as the business need evolves)
  • Lead a team of front-line Customer Success Specialists focused on driving outstanding customer experiences across all supported channels
  • Inspire a commitment to quality that measurably engages the CS organization in our CS framework and inspires broad adoption 
  • Work closely with CS leadership and cross-functional partners to ensure processes and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers
  • Coordinate daily workflow within your team and adjust resources to meet service level agreements 

What you must have:

  • 5+ years of experience leading a customer-facing team at a start-up or rapid growth company
  • Demonstrable experience taking ambiguous, complex processes and creating simple, adaptable, and broadly adopted standards which drive quality and consistency 
  • Passion for leading, with a strong desire and natural ability to motivate a team, and set and achieve targets 
  • Comfortable pulling data from multiple sources, reading and analyzing data, conducting  analyses in Excel (to perform complex functions) or Google Sheets, and partnering with analytics partners for more complex analyses
  • An owner mentality, always looking for opportunities to better your work product
  • Ability to translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level
  • Comfortability working with modern customer support and productivity tools (Salesforce, Google Workspace, etc)

Bonus points!

  • Previous experience in high-tech or transportation industry
  • Passion for the AV industry

Why Cruise?

  • Our benefits are here to support the whole you:
    • Competitive salary and benefits 
    • 401(k) Cruise matching program 
    • Medical / dental / vision, AD+D and Life
    • One Medical membership
    • Subsidized mental health benefits
    • Flexible vacation and company paid holidays
    • Healthy meals and snacks provided for non-remote employees
    • Paid parental, jury duty, bereavement, family care and medical leave
    • Fertility Benefits
    • Dependent Care Flexible Spending Account, subsidized by Cruise
    • Flexible Spending Account 
    • Monthly wellness stipend
    • Pre-tax Commuter Benefit Plan for non-remote employees
    • CruiseFlex - a working policy for US-Based Cruisers that lets you and your manager find what working style is best for you, whether it’s primarily in-person, primarily at home or a combination of home and in-office time.
  • We’re Integrated
    • Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.
  • We’re Funded
    • GM, Honda, Microsoft, T. Rowe Price & Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.
  • We’re Independent
    • We have our own governance, board of directors, equity, and investors. Our independence allows us to not just work on the edge of technology, but also define it.
  • We’re Vested
    • You won’t just own your work here, you’ll have the potential to own equity in Cruise, too. We are competing in a market that is projected to grow exponentially, which gives our company valuation room to grow.
    • Recurring Liquidity Opportunity (RLO) - a unique equity program where employees, both current and former, have the option to sell any amount of their vested equity on a recurring basis, currently quarterly.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. 

We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email HR@getcruise.com.

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.

Vaccine Mandate. 

At Cruise, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #StaySafe culture transcends and informs all we do, and because of this, as of October 31, 2021 Cruise will be mandating COVID-19 vaccinations for all US-based Cruisers who need or want to access any of our US Cruise facilities and engage in any business travel — including attending any in-person Company-sponsored event. 

If you are unable to get a vaccine due to a medical condition, disability, or a strongly-held religious belief, Cruise will consider requests for an accommodation.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.

Organization Type

Company

Organization Size

1001-5000

Sectors

Transportation

Drawdown solutions

Electric Cars