Senior Team Lead, Rider Operations
Senior Team Lead, Rider Operations
Posted on :
03-05-2025
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1 Vacancy
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Job Description
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 realtime 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 realtime 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 datadriven approach to inform product and process design.
In this role you will:
- Develop and iterate both the daily tactical and the longerterm strategic vision for the RiderOps operating model at scale leveraging experience to serve as a subject matter expert and ensuring the roadmap aligns with longterm 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 derisk 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 thirdparty contracted workforce to support company goals.
- Work effectively in the gray space; bringing clarity to uncertainty to enable tactical and strategic decisionmaking.
Qualifications
- Bachelors degree
- 8 years of innovative management experience in leading customer operations customerfacing 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 problemsolving 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 decisionmaking
Bonus Qualifications
- Experience in the autonomous vehicle transportation dispatch and emergency response industries
- Experience working with toptier customer service organizations (Amazon Zappos Apple etc.)
- Experience working with Business Process Outsourcing (BPO) organizations
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 $95000 to $127000. A signon 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 candidates 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 longterm care insurance longterm and shortterm disability insurance and life insurance.
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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