What You'll Do
- Design & execute high-impact initiatives that define the support experience for AV Mobility users
- Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
- Develop AV support operations procedures, issue workflows, policies and processes
- Optimize automated, self- service, and / or agent driven processes
- Work with tech partners to define technical requirements
- Develop customer, partner, and agent facing content including saved replies, help-articles and knowledge bases
- Develop escalation paths and procedures to ensure edge-cases are addressed
- Generate insights for the business and product teams
Basic Qualifications
- 5+ years' of professional work experience in a related field (operations, program management, consulting, strategy, or analytics)
- Bachelor’s degree or equivalent experience
Preferred Qualifications
- Strong track record in customer experience strategy or customer service environment
- SQL proficiency
- Advanced proficiency in Excel/Google Sheets
- Ability to move and pivot quickly and thrive under pressure in a fast-paced, unstructured environment
- Strong problem solving and business judgment
- Strong analytical and critical thinking skills with the ability to use data to develop strategies and make decisions quickly
- Proven experience in working with diverse set of functions and stakeholders in complex organizational settings
- Prior industry knowledge or experience with Autonomous Vehicles
- Strong communication and presentation skills, including experience presenting data & insights to senior audiences
- Experience building deep, trust-based relationships with teams and cross-functional partners
- Experience building efficient processes that scale across a large organization
For Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year.
For New York, NY-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year.
For Phoenix, AZ-based roles: The base salary range for this role is USD$103,000 per year - USD$114,500 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year.