Program Manager, Operations Change Management
Job Summary
Job Description
Zoox is seeking a highly capable Senior Program Manager, Change Management to lead operational change initiatives for their ride-hail service commercialization and fleet operations scaling. This role focuses on preparing operations for efficient large-scale execution while maintaining rider experience quality. The program manager will coordinate cross-functional efforts to ensure seamless implementation of process changes, software releases, and operational adjustments, enabling frontline teams to document, test, validate, and adopt new procedures effectively. Responsibilities include developing and executing change management strategies, aligning with Product, Process Engineering, Training, and Operational Teams, and ensuring operational procedures are documented, version-controlled, and align with software rollouts and training schedules. The role also involves monitoring adoption, identifying gaps, implementing corrective actions, maintaining program documentation, communicating with stakeholders, escalating issues, and developing KPIs to assess success and improve processes.
Must have:
- Bachelor's degree in Business, Operations Management, Engineering, or related field
- 8+ years in program/project management (fleet ops, logistics, automotive preferred)
- Strong understanding of change management frameworks
- Experience with cross-functional teams (product, engineering, training, software dev)
- Ability to translate operational needs into structured processes and documentation
- Exceptional communication and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience with software implementation and training coordination
- Proficiency in project management tools (Jira, Asana, or equivalent)
Good to have:
- MBA or Master's in a relevant discipline
- Management or strategic consulting experience
- Experience in autonomous vehicles, ride-hail, or mobility industries
- PMP, PgMP, or similar certification
- Lean 6 Sigma green or black belt certification
Perks:
- Paid time off (sick leave, vacation, bereavement)
- Unpaid time off
- Zoox Stock Appreciation Rights
- Amazon Restricted Stock Units (RSUs)
- Health insurance
- Long-term care insurance
- Long-term and short-term disability insurance
- Life insurance
4 skills required
Job Details
Zoox is marching toward the commercialization of our ride-hail service and laying the foundation to scale our fleet operations dramatically. We need a highly capable, forward-thinking, and tenacious program manager to lead the change management initiatives that will prepare our operations to run efficiently at scale while maintaining the quality of our rider experience. This high-impact role is tasked with solving our most complicated operational challenges and shaping the future of how our fleet operates.
We seek a highly skilled and detail-oriented Senior Program Manager, Change Management to lead the planning and execution of operational changes within our fleet operations. This role ensures that all updates—process changes, software releases, or operational adjustments—are seamlessly implemented across the organization. The successful candidate will coordinate cross-functional efforts to ensure that frontline teams successfully document, test, validate, and adopt operational procedures.
In this role, you will:
- Develop and execute change management processes and strategies to ensure smooth integration into processes and system updates across fleet operations.
- Work closely with Product, Process Engineering, Training, Operational Teams, Software Releases, and change-requesting teams to align on operational changes and ensure readiness for implementation.
- Collaborate with the Process Engineering and Operational team leads to define the impact of changes and ensure that operational procedures are documented and version-controlled, reflecting any changes in workflows, policies, or software functionality.
- Work with cross-functional partners to establish a structured process for validating and testing new workflows before deployment, ensuring they are practical and effective.
- Coordinate with Training teams to develop training materials and facilitate training sessions for frontline personnel.
- Align software rollouts with training schedules to ensure personnel are equipped with the knowledge and skills required to utilize new tools effectively.
- Monitor adoption and compliance with updated procedures, identify gaps, and implement corrective actions as needed. Maintain comprehensive program documentation, including program plans, status reports, and meeting minutes in a publicly accessible space.
- Serve as the key point of contact for operational teams regarding upcoming changes, ensuring transparent communication and stakeholder buy-in. Send regular program status reports to relevant stakeholders to raise visibility of your project's status and outcomes. Also, escalate when necessary to ensure your program remains on track.
- Develop key performance indicators (KPIs) and feedback mechanisms to assess the success of change initiatives and continuously improve processes.
Qualifications
- Bachelor's degree in Business, Operations Management, Engineering, or a related field.
- 8+ years of experience in program or project management, preferably in fleet operations, logistics, automotive, or a related industry.
- Strong understanding of change management frameworks and best practices.
- Experience working with cross-functional teams, including product management, process engineering, training, and software development.
- Ability to translate complex operational needs into structured processes and documentation.
- Exceptional communication and stakeholder management skills.
- Strong analytical and problem-solving abilities with a data-driven mindset.
- Experience with software implementation and training coordination.
- Proficiency in project management tools such as Jira, Asana, or equivalent.
Bonus Qualifications
- MBA or Master's degree in a relevant discipline (Engineering, Operations Management, Operations Research, etc.)
- Management consulting or strategic consulting experience
- Experience in the autonomous vehicle, ride-hail, transportation, aerospace, airline operators, or other relevant mobility industries
- PMP, PgMP, or similar project management certification
- Lean 6 Sigma green or black belt certification
There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. The salary range for this position is $129,000 to $186,000. A sign-on bonus may be offered as part of the compensation package. Compensation will vary based on geographic location and level. Leveling and positioning within a level are determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting represents the range of levels Zoox is considering for this position.
Zoox also offers a comprehensive package of benefits, including paid time off (e.g., sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.
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About The Company
Zoox is transforming mobility-as-a-service by developing a fully autonomous, purpose-built fleet designed for AI to drive and humans to enjoy.
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