Head of AV Assistance 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) Global Remote Support as autonomous vehicles become an increasingly important part of our offering, we are looking for a highly motivated and experienced leader to help define the strategy, planning, and development of autonomous vehicle support and deployment by creating, implementing, and operationalizing the roadmap to get there. This role will balance building high-level support strategies, alongside driving detail-based business decisions on critical investments, needs and timelines

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 and various partners. Your efforts will be focused on delivering a safe, scalable platform that facilitates vehicle assistance. You will help define critical capabilities, refine customer agent roles, oversee budget, hiring, and training for multiple international sites

What the Candidate Will Do

• Lead the cross-functional development of our AV customer assistance platform and coordinate with key vendors to provide virtual and in-person support deployment as a service
• Cultivate a safety-first mindset across all customer support channels and platforms
• Forecast and oversee operational footprint (infrastructure & people) to meet the virtual and in-person field support of our customers
• Establish and lead routine operational processes to drive routine customer improvement and performance monitoring
• Work with multiple Product and Engineering teams to develop and implement tooling and platform needs to elevate our AV customer experience
• Coordinate multi-city teams and implement multinational operations to provide functional redundancy and deliver consistent, cost-effective virtual and in-person AV support operations

Basic Qualifications

• 7+ years of professional experience in customer support program operations or a related operational role
• 1+ years experience in managing teams
• ​​Experience in the development, integration, and deployment of support systems for autonomous vehicles
• Bachelors degree

Preferred Qualifications

• 2+ years of experience in a role with exposure to or involvement in remote assistance or remote support operations
• Proven experience in taking a program or product from concept to launch, including modeling improvements to execute at scale
• Experience in defining and building operational processes and workflows.
• Demonstrated ability to work effectively with cross-functional teams, including Product and Engineering

• Experience with workforce planning and management concepts

• A foundational understanding of Autonomous Vehicle (AV) technology and its operational challenges

• Strong problem-solving and analytical skills

• Excellent communication and collaboration skills. (Essential for coordinating across numerous teams and partners)
• Ability to thrive in a fast-paced and evolving environment
• Real Estate/Site development experience
• Infrastructure and/or networking experience
• Support Agent/Operations associate management, including labor modeling, staffing, and personnel management

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.