Head Of AV Fleet Support Operations

About the Role

At Uber, providing world-class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

We’re looking for a Senior Program Leader to lead the Autonomous Vehicles (AV) Fleet Support Operations program. This role will focus on establishing the strategy, planning, and development of AV fleet operations support as a capability that Uber offers. You will work internally across multiple global teams and cross-functional stakeholders to deliver a safe, scalable platform that facilitates remote vehicle assistance. You will help define critical capabilities, refine agent roles, and oversee budget, hiring, and training for multiple international sites.

You will be reporting to the Director of Autonomous Vehicles Support within the Community Operations division at Uber. The Global Community Operations organization provides support to Uber Customers, autonomous vehicles, and various partners. Your efforts will produce better outcomes for our customers, enhance safety of operations, and provide scalable and efficient response capabilities  for our autonomous vehicles business.

What the You’ll Do

• Lead the cross-functional development of our fleet operations support platform and coordinate with key vendors to provide customer assistance as a service
• Cultivate a safety-first mindset across all stakeholders and build a platform with safety at the core
• Forecast and oversee operational footprint (infrastructure & people) to successfully launch a roadside support program
• Establish and lead routine operational processes to drive routine improvement and performance monitoring of the roadside operations program
• Work with multiple Product and Engineering teams to develop and implement tooling and platform needs to implement roadside operations
• Coordinate multi-city teams and implement multinational operations to provide functional redundancy and deliver consistent, cost-effective roadside support operations

Basic Qualifications

• Minimum 7+ years of experience in strategy, planning, operations, program management, or consulting with strategy, and business evaluation experience
• Minimum 4+ years of experience in roadside / fleet or customer support operations and strategy development
• Bachelors degree

Preferred Qualifications

• Experience in managing or setting up autonomous vehicle roadside assistance
• Experience or knowledge in the autonomous vehicle industry
• Deep experience and expertise in developing strategies and roadmaps for scaling roadside support operations
• Demonstrated ability to thrive in high-pace environment bringing structure to new problems and concepts
• Outstanding communication and stakeholder management skills
• Excellent presentation skills to influence business decisions
• Ability to drive data driven decisions
• Knowledge in building, scaling, and managing customer support operations, inclusive of labor modeling and staffing
• Experience working with large and distributed global teams

For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.