Program Leader, Autonomous Vehicles (AV) Support Operations - EMEA CommOps

Who you are

You have a proven track record in operations management, particularly in high-stakes, live support environments — your experience has equipped you with the skills to navigate the complexities of emerging technologies like autonomous vehicles. You thrive in dynamic settings and are passionate about building a best-in-class service organization. Your leadership style focuses on mentoring and developing high-caliber teams, ensuring they perform with exceptional accuracy and service excellence.

You possess a strategic mindset, capable of designing and executing long-term strategies for scaling operations — you understand the importance of optimizing for efficiency and quality while preparing for future growth. Your ability to establish and enforce rigorous performance standards tailored to the unique demands of live AV support is a key asset.

You are adept at managing sophisticated cross-functional relationships, ensuring that all stakeholders are aligned and working towards common goals. Your communication skills allow you to articulate complex ideas clearly and effectively, fostering collaboration across teams. You are committed to driving a culture of precision and continuous improvement within your organization.

Desirable

Experience in the autonomous vehicle industry or related fields would be a significant advantage — familiarity with the latest AV technologies and trends will help you lead your team effectively. A background in customer service or support operations can also enhance your ability to understand and meet the needs of AV riders.

What you'll do

In this role, you will architect and scale the AV support operations at Uber, moving beyond initial setup to optimize for efficiency, quality, and future growth. You will drive performance excellence by establishing and enforcing rigorous, accuracy-focused performance standards and service level agreements (SLAs). Your leadership will be crucial in developing a high-caliber team, including recruiting, mentoring, and guiding Team Leads to ensure they excel in their roles.

You will define the long-term vision for AV support, shaping the future of how Uber interacts with its AV riders. This involves not only strategic planning but also hands-on involvement in the day-to-day operations to ensure that the support infrastructure is robust and responsive to the needs of users. You will be responsible for fostering a culture of precision and continuous improvement, encouraging your team to innovate and enhance service delivery.

Collaboration will be key in this role, as you will work closely with various departments to ensure that the AV support operations align with Uber's overall mission and objectives. You will also be expected to analyze performance metrics and feedback to identify areas for improvement and implement necessary changes.

What we offer

Uber provides a dynamic work environment where you can make a significant impact on the future of transportation. You will have the opportunity to work with cutting-edge technology and be part of a team that is shaping the future of autonomous vehicles. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be exactly what we need to drive our AV support operations forward.