About the Role
US&C CommOps is part of the Global Community Operations organization which provides customer support to Uber Customers. We are seeking a highly motivated and experienced Head of Autonomous Vehicles (AV) Support to lead the development and implementation of a comprehensive customer support program for Autonomous Vehicles for both Mobility and Delivery. The successful candidate will be responsible for building a world-class customer support organization by adopting existing support capabilities to unique autonomous vehicles challenges.
The ideal candidate for this role should have strong leadership, communication, program management and analytical skills. The candidate needs to have a strategy background and a strong track record of setting a vision, strategy and roadmap for emerging products or services. They should ideally have experience in customer support operations. Autonomous Vehicle experience is preferre but not required.
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What You'll Do
- Lead and grow the AV support program team, based on Uber AV expansion plans
- Design Uber's AV support operations vision and strategy at scale, identifying strategic opportunities for Uber in the space and a plan on how to drive towards the end-state
- Lead customer support operational roadmap for autonomous vehicle, ensuring that it aligns with the overall business strategy and goals
- Define and lead all aspects of key customer support metrics, ensuring world class customer support
- Analyze automation, self-service and agent tooling needs to enable seamless support and work with business and technology partners to implement the solution
- Work with CommOps global teams to determine agent footprint and profiles, and help scale the support operations
- Be responsible for the development of detail support content, knowledge base, help center and agent training
- Work closely with Autonomous Vehicle Product and Ops teams to provide customer perspective and insights and help improve the overall autonomous experience
Basic Qualifications
- More than 10 years in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
- Extensive strategy experience and track record of developing strategy and vision for emerging products and services
- Experience and expertise in leading customer support operations
- Demonstrated ability to thrive in high-pace environment brining structure to new problems and concepts
- Outstanding communication, leadership and executive influencing skills
- Strong analytical skills, with ability to recommend and make data based decisions
- Bachelor's Degree or equivalent experience
Preferred Qualifications
- 12+ years of experience managing a large multi-leveled team, with multiple direct reports.
- Experience working with large and distributed global teams
- MBA or advanced degree
- Experience in the AV industry ideal but not required
Perks
- The rare opportunity to change the world such that everyone around you is using the product you built. We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally.
- Sharp, motivated co-workers in a fun office environment.
Benefits (U.S.)
- 401(k) plan, ESPP, gym reimbursement, paid company holidays and Uber credits.
- Full medical/dental/vision package to fit your needs.
- Unlimited vacation policy; work hard and take time when you need it.
Uber takes your privacy seriously. Please visit our Candidate Privacy Notice for information regarding how we collect and use your data when you apply for employment with Uber, and your rights regarding your data.
For San Francisco, CA-based roles: The base salary range for this role is USD$216,000 per year - USD$240,000 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.