Senior Team Lead, Rider Operations
Job Summary
Job Description
Zoox is seeking an experienced manager for their Rider Operations team to ensure the success of customer interactions with their robotaxi service. This role involves managing a team that acts as the human partner to the robot AI, providing specialized real-time rider support. Responsibilities include developing and scaling the RiderOps operating model, creating roadmaps, prioritizing tasks, and building strong relationships with stakeholders. The role requires empathy, creativity, and a data-driven approach to inform product and process design, ultimately assuring high levels of customer safety and delight.
Must have:
- Bachelor's degree
- 8+ years of management experience in customer operations or technical product operations
- 3+ years of people management experience
- Ability to develop diverse teams and processes from scratch
- Strong problem-solving and conflict resolution skills
- Experience using data and metrics for decision-making
Good to have:
- Experience in autonomous vehicle or transportation industries
- Experience with top-tier customer service organizations
- Experience working with Business Process Outsourcing (BPO) organizations
3 skills required
Job Details
The Rider Operations team at Zoox ensures the success of all customer interactions with our robotaxi service. We are the human partner to the robot AI, providing an amazing support experience to our customers. In preparation for our commercial launch, we are growing our team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides. We are seeking an experienced manager who will scale and lead the team and will be the human point of contact for our riders.
As the Manager for Rider Operations, you will be responsible for ensuring the success of all customer interactions for our robotaxi service. This role combines the delivery of traditional customer service with specialized real-time rider support during customer rides. You will be a part of creating 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, Software, and Fleet Operations teams to help define and execute the roadmap for our rider operations service. It requires empathy and creativity, along with a data-driven approach to inform product and process design.
In this role, you will:
- Develop and iterate both the daily tactical and the longer-term strategic vision for the RiderOps operating model at scale, leveraging experience to serve as a subject matter expert and ensuring the roadmap aligns with long-term company goals.
- Work with the Program Management team, Product Management team, and other key partners to develop roadmaps, plans, and operational processes to support testing and service operations.
- Provide effective prioritization and delegation, working closely with senior FleetOps leadership, to proactively identify risks and mitigation strategies to de-risk and accelerate goals. You will also build strong relationships with executives and other key stakeholders to provide an understanding of the current state of Rider Operations and forecast future resource needs.
- Support the development of service tenets and create ways to quantitatively assure that the highest levels of customer safety and delight are delivered.
- Grow an FTE and third-party contracted workforce to support company goals.
- Work effectively in the gray space; bringing clarity to uncertainty, to enable tactical and strategic decision-making.
- Bachelor’s degree
- 8+ years of innovative management experience in leading customer operations, customer-facing technical product operations, or customer service development
- 3+ years of experience in a people management role where you were responsible for professional development, compensation, and performance reviews
- Demonstrated ability to develop diverse and exceptional teams and processes from scratch, and superior people and stakeholder management skills
- Strong problem-solving and conflict resolution skills to identify issues, prioritize tasks, and ensure escalations are addressed promptly, and demonstrated ability to define, streamline, and mature operations over time
- Prior experience developing and using data and metrics to support tactical and strategic decision-making
- Experience in the autonomous vehicle, transportation dispatch, and emergency response industries
- Experience working with top-tier customer service organizations (Amazon, Zappos, Apple, etc.)
- Experience working with Business Process Outsourcing (BPO) organizations
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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Accommodations
If you need an accommodation to participate in the application or interview process please reach out to accommodations@zoox.com or your assigned recruiter.
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.
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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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