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.
In our cars, you’re free to be yourself. It’s the same here at Cruise. We’re creating a culture that values the experiences and contributions of all of the unique individuals who collectively make up Cruise, so that every employee can do their best work.
Cruise is committed to building a diverse, equitable, and inclusive environment, both in our workplace and in our products. 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, come join us. Even if you might not meet every requirement, we strongly encourage you to apply. You might just be the right candidate for us.
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, Quality Management you’ll have a significant impact on the experience of our customers and the teams who support them. You will build our quality playbook and oversee quality assurance for the CS organization including internal teams and those working for our BPO partner. You’ll work closely with our BPO partner team to design a scalable quality system that ensures a delightful, repeatable, on-brand customer experience.
This is a highly-collaborative role that will regularly engage with cross-functional partners in training, design, product, operations, and more. You will ensure we have an outstanding quality assurance program to measure performance, coach for growth, and find strategic insights. This role will be very hands on and you should be passionate about diving into the details and staying close to the customer experience.
What you’ll be doing:
- Work regularly from our Phoenix office
- Establish and implement a quality playbook that measurably engages the CS organization in our support framework, generates key timelines for process development, and inspires broad adoption
- Set key performance indicators for internal and BPO quality assurance teams to measure their work and ensure we are progressing in accordance with our quality playbook
- Lead and facilitate calibration sessions with the cross-functional team to drive consistency and adherence to quality standards
- Prepare and present a monthly executive summary report on the state of interaction quality and proposed improvements
- Work closely with CS leadership and cross-functional partners to ensure training, processes, and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers
- Advocate for the customer and team with recommendations for automation, fixing long-term customer issues to reduce ticketing volume and improve customer and employee satisfaction
What you must have:
- 5+ years of experience leading a customer-facing team at a start-up or rapid growth company
- 5+ years of experience developing QA programs
- Proven 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 highly developed ability to motivate others, 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
- Experience building end-to-end training and/or quality systems
- Passion for the AV industry
The salary range for this position is $133,200 - $195,700. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, restricted stock units, and benefits. These ranges are subject to change.
Why Cruise?
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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, lets you and your manager find the working style that’s best for you, whether it’s primarily in-person, primarily at home, or a combination of home and in-office time. - learn more about CruiseFlex here
- GM, Honda, Microsoft, T. Rowe Price, and 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 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.
- 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. We offer a new kind of equity program called Recurring Liquidity Opportunity (RLO), which combines IPO-like liquidity with the stability of remaining private - learn more about RLO here
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We’re Safety Conscious
- We integrate #staysafe, our top priority at Cruise, into our everyday work. Through our Safety Management System, every Cruiser is asked to do their part by reporting any potential issues or hazards they observe and making continuous improvements. You’ll be able to contribute to safety at Cruise, no matter your job function or title.
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, caste, 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 [email protected].
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.
Candidates applying for roles that operate and remotely operate the AV: Licensed to drive a motor vehicle in the U.S. for the three years immediately preceding your application, currently holding an active in-state regular driver’s license or equivalent, and no more than one point on driving record. A successful completion of a background check, drug screen and DMV Motor Vehicle Record check is also required.
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.
