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.