Manager, Rider Operations

Who you are

You have a proven track record in operations management, ideally with experience in customer service or support environments. Your leadership skills are complemented by your ability to empathize with customers and understand their needs, ensuring that your team delivers exceptional service. You thrive in collaborative settings, working closely with cross-functional teams to drive improvements and innovations in service delivery. You are data-driven, using metrics to inform decisions and enhance the customer experience. Your creativity allows you to develop new processes and solutions that align with the company's goals. You are adaptable and can navigate the challenges of a rapidly evolving environment, particularly in the tech or transportation sectors.

Desirable

Experience in the transportation or technology industry is a plus, as is familiarity with AI or automated systems. A background in product development or service design would also be beneficial, as you will be involved in creating new products and services for rider operations.

What you'll do

As the Manager for Rider Operations, you will lead a team dedicated to ensuring the success of customer interactions with our robotaxi service. You will be responsible for scaling and managing the team, ensuring they are equipped to provide real-time support during customer rides. Your role will involve defining and executing the roadmap for rider operations, collaborating with Product, Experience, Software, and Fleet Operations teams to enhance service delivery. You will analyze customer feedback and operational data to identify areas for improvement and implement strategies that enhance the rider experience. You will also play a key role in training and developing your team, fostering a culture of excellence and continuous improvement.

What we offer

At Zoox, you will be part of a pioneering team that is redefining transportation. We offer a collaborative work environment where innovation is encouraged, and your contributions will directly impact the success of our services. You will have opportunities for professional growth and development, working alongside talented individuals who are passionate about technology and customer service. We believe in supporting our employees and providing them with the resources they need to succeed in their roles.