What you’ll do
Lead and grow the AV Support Team to enable Uber’s Autonomous Mobility & Delivery (AM&D) expansion plans
Develop Uber’s AV support operations vision and strategy at scale, identifying strategic opportunities for Uber in the space and developing a plan to drive towards the end-state
Lead the customer support operational roadmap for eaters and riders using our autonomous products, ensuring that the AV Support experience aligns with the overall business strategy and goals
Lead the vehicle support operational roadmap, including continued development of the Remote Assistance and Roadside Assistance / In-Field Support capabilities
Define and lead all aspects of key customer and vehicle support metrics, ensuring world class customer support, remote assistance, and roadside assistance
Work with business and technology partners to develop the AV Support Experience, building a standardized ecosystem for every partner we operate with.
Establish best-in-class tooling through leveraging AI, automation, and other self-service tools. Work to develop the Agent experience for the AV use-case and design the network and channel strategies for execution of a best-in-class Support experience
Work with CAS global teams to determine agent footprint and profiles, and help scale the support operations
Work with AM&D Product, Tech, and Ops teams to enhance the AV Customer Experience, ensuring a safe experience that provides proactive, predictive end-to-end Support
Be responsible for the development of detailed support content, knowledge bases, standard operating procedures, help center content, agent training, and monitoring.
Work closely with AM&D Product and Ops teams to provide customer perspectives and insights to improve the overall autonomous experience
Basic Qualifications
10+ years in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
Extensive strategy experience and track record of developing strategy and vision for emerging products and services
Bachelor's Degree or equivalent experience
Preferred Qualifications
12+ years of experience managing a large multi-leveled team, with multiple direct reports.
Experience working with large and distributed global teams
MBA or advanced degree
Experience in the AV industry ideal but not required
Experience with remote assistance and / or roadside assistance
Experience with vehicle support operations
Experience and expertise in leading customer support operations
Demonstrated ability to thrive in high-pace environment bringing structure to new problems and concepts
Outstanding communication, leadership and executive influencing skills
Strong analytical skills, with ability to recommend and make data based decisions
For San Francisco, CA-based roles: The base salary range for this role is USD $239,000 per year - USD $265,000 per year.
You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
