Director, AV Support Services

About the Team 

The AV Support Services team is working towards building a partner-agnostic platform that enables AV operations and builds trust when issues arise.  Specifically, we manage requests from customers, partners, vehicles, and the public / public stakeholders  We respond through Rider and Eater Support, Vehicle Support - Remote Assistance or Field Support Operations, as well as other channels to proactively engage and manage in situations when things don’t go quite right.  We ensure a high quality user experience in all situations.

About the Role

Customer Advocacy & Solutions (CAS) is focused on earning Customer Trust through effortless experiences, proactive advocacy and relentless innovation; we provide customer support and services to Uber Customers and business partners. We are seeking a highly motivated and experienced Global Head of Autonomous Vehicles (AV) Support Services to lead the development and implementation of a comprehensive customer and vehicle support program for both our Autonomous Mobility and Delivery businesses. The successful candidate will be responsible for building a world-class customer and vehicle support organization and ecosystem by adopting existing support capabilities as well as building net-new capabilities for  autonomous vehicle challenges.

The ideal candidate for this role should have strong leadership, communication, program management, analytical skills, and be able to influence in a matrixed organization. The candidate needs to have strategy experience and a strong track record of setting a vision, strategy, and roadmap for emerging products or services. They should ideally have experience in customer support operations. Autonomous Vehicle experience is highly preferred but not required. 

What you’ll do 

• Lead and grow the AV Support Team to enable Uber’s Autonomous Mobility & Delivery (AM&D) expansion plans
• Develop Uber’s AV support operations vision and strategy at scale, identifying strategic opportunities for Uber in the space and developing a plan to drive towards the end-state
• Lead the customer support operational roadmap for eaters and riders using our autonomous products, ensuring that the AV Support experience  aligns with the overall business strategy and goals
• Lead the vehicle support operational roadmap, including continued development of the Remote Assistance and Roadside Assistance / In-Field Support capabilities
• Define and lead all aspects of key customer and vehicle support metrics, ensuring world class customer support, remote assistance, and roadside assistance
• Work with business and technology partners to develop the AV Support Experience, building a standardized ecosystem for every partner we operate with.
• Establish best-in-class tooling through leveraging AI, automation, and other self-service tools.  Work to develop the Agent experience for the AV use-case and design the network and channel strategies for execution of a best-in-class Support experience
• Work with CAS global teams to determine agent footprint and profiles, and help scale the support operations
• Work with AM&D Product, Tech, and Ops teams to enhance the AV Customer Experience, ensuring a safe experience that provides proactive, predictive end-to-end Support
• Be responsible for the development of detailed support content, knowledge bases, standard operating procedures, help center content, agent training, and monitoring.
• Work closely with AM&D Product and Ops teams to provide customer perspectives and insights to improve the overall autonomous experience

Basic Qualifications 

• 10+ years in operations, program management, consulting or corporate strategy with excellent program management and organizational skills
• Extensive strategy experience and track record of developing strategy and vision for emerging products and services
• Bachelor's Degree or equivalent experience

Preferred Qualifications 

• 12+ years of experience managing a large multi-leveled team, with multiple direct reports.
• Experience working with large and distributed global teams
• MBA or advanced degree
• Experience in the AV industry ideal but not required
• Experience with remote assistance and / or roadside assistance
• Experience with vehicle support operations
• Experience and expertise in leading customer support operations
• Demonstrated ability to thrive in high-pace environment bringing structure to new problems and concepts
• Outstanding communication, leadership and executive influencing skills
• Strong analytical skills, with ability to recommend and make data based decisions

For San Francisco, CA-based roles: The base salary range for this role is USD $239,000 per year - USD $265,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.