Senior Manager, Customer Support (Voice of the Customer)

Who we are

Auroras mission is to deliver the benefits of self-driving technology safely quickly and broadly.

The Aurora Driverwill create a new era in mobility and logistics one that will bring a safer more efficient and more accessible future to everyone.

At Aurora you will tackle massively complex problems alongside other passionate intelligent individuals growing as an expert while expanding your knowledge. For the latest news from Aurora visit follow us onLinkedIn.

What we are looking for

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer get crucial goods where they need to go and make mobility more efficient and accessible for all.Were searching for a Senior Manager Customer Support to lead our Voice of the Customer pillar. Reporting to the Head of Support you will ensure that the pain points our customers express in their interactions with support shape what Aurora builds and how we operate. Your mandate is to turn support insights into prioritized actionable signal for Product Engineering Safety and other cross-functional partners and relentlessly advocate for the most important issues to get fixed..

In this role you will

• Build and run the Voice of the Customer (VoC) program: a closed-loop system that captures analyzes and acts on customer feedback from support interactions. Operate initially as an individual contributor before hiring and leading a small high-leverage team.
• Serve as the connective tissue between Support Product Engineering Safety and other cross-functional teams ensuring the customers voice is translated into clear compelling prioritized insights for leadership and partner teams.
• Build deep expertise on the end-to-end customer journey for the variety of personas that interact with our product and use it to pinpoint where the experience breaks down.
• Design and implement processes and frameworks to identify technical and non-technical root causes of customers contacting support. Build workflows that combine support teams inputs with AI customer verbatim analysis.
• Drive both your own analyses and partner with analytics teams to deliver in-depth data insights combining support data and business data. Develop a framework for evaluating criticality and business impact of surfaced pain points.
• Present customer pain points to senior leadership leveraging high-impact data insights and customer journey storytelling. Apply the most relevant lens depending on the audience and pain point (e.g. segment them by client product customer journey).
• Advocate with cross-functional partners for addressing the customer pain points through required technical operational and experiential improvements. Drive cross-functional prioritization of customer-impacting fixes establish shared OKRs and track impact back to the customer.
• Partner with the Tier 1 and Tier 2 support teams to ensure bi-directional feedback on the VoC process tooling and outcomes. Design and maintain an intent and root cause taxonomy making sure support teams as well as AI support categorize issues correctly and consistently.
• Build hire and develop the team setting its priorities resourcing and ways of working as the program scales.
• This role is primarily office-based with periodic travel to meet with key stakeholders and cross-functional partners across Auroras offices.

Required Qualifications

• 8 years in customer support CX customer insights or support analytics including 4 years owning a support-focused VoC or customer-feedback program end to end.
• Demonstrated ability to turn qualitative and quantitative customer signals into prioritized actionable insights that influenced product engineering or operational decisions driving reduction in contact rate.
• High proficiency with data analysis verbatim and thematic analysis taxonomy design and experience with AI customer insights tools.
• Excellent storytelling and executive communication; skilled at building alignment and influencing without authority across functions.
• Experience building and leading a team and standing up a program from scratch in ambiguous fast-paced environments.

Desirable Qualifications

• Background in a customer-facing function (Support or Customer Success) before moving into insights.
• Familiarity with CRM tools (e.g. Salesforce) in particular their functionality and/or integrations with customer insights tools.
• Experience with customer advocacy in highly technical and safety-critical environments.

The base salary range for this position is $162000 - $287000 per year. Auroras pay ranges are determined by role level and location. Within the range the successful candidates starting base pay will be determined based on factors including job-related skills experience qualifications relevant education or training and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus equity compensation and benefits.