Program Manager, Remote Operations

The Fleet Operations Program Management team at Zoox is responsible for delivering cross-functional programs and projects critical to the successful growth, expansion, and efficient operation of Zoox’s commercial service. We partner closely with teams within Fleet Operations and stakeholders from other departments to verify, validate, and launch the newest software on our fleet while progressively maturing our operational processes and procedures to deliver a high-quality customer experience. We’re seeking an experienced program manager to partner with our remote operations teams to support the implementation and delivery of key projects, development of new workflows and capabilities, integration of improved tools, and other responsibilities.

As the Program Manager, Remote Operations, you will support our remote operations teams, including Rider Operations, Tele Operations, and Mission Operations, which remotely support our Fleet from our fusion center. You will work with key stakeholders to understand the elements required to deliver a premium customer experience, translate these into precise capabilities for the remote operations teams, and then implement projects to deliver these capabilities for upcoming commercialization milestones. This will require introducing new operational workflows, integrating new tools, and continuously improving our workflows to meet the quality bar for a premium experience. Additionally, you will work with remote operations teams to identify key metrics and a quality program to monitor performance against these metrics, proactively implementing solutions to achieve these performance targets perpetually. Finally, you will work with your supported teams to mature our processes and procedures to enable efficient operations at scale.

Travel Requirements: 5-10%

In this role, you will:

• Partner with the remote Operations Teams and provide them with program management support, including project planning, continuous process improvement, analytics and reporting, and new workflow creation/implementation across multiple projects to achieve upcoming company milestones.
• Develop robust and proactive risk mitigation plans. This includes establishing risk registers for your projects and programs and the ongoing operations, which will support business continuity. Develop mitigation plans for identified risks and implement recovery strategies when a risk is experienced.
• Identify opportunities to improve remote operations processes, including workflow optimization, technology integration, and agent performance enhancement. Support the creation of standard operating procedures and workflows to codify these processes in a knowledge base.
• Develop and monitor metrics and key performance indicators (KPIs) to ensure remote operations teams meet their goals for customer satisfaction, response times, and other metrics.
• Collaborate with the training team to develop and implement training programs that improve agent skills and knowledge and create regular reports and presentations for senior management on remote operations performance, project progress, and other relevant metrics.
• Manage buildout of the budget for remote operations teams. Analyze future demand for the functional teams and upcoming projects and develop resourcing plans to service that demand, including the associated budgetary requirements. Ensure all initiatives are cost-effective and aligned with business objectives.
• Continuously and proactively look for opportunities to improve the efficiency and effectiveness of our service teams, focusing on quality of service and unit economics.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• Minimum of 6 years of experience in program management with at least 3 years in call center operations and a familiarity with call customer support technologies and tools, including CRM systems, call routing software, and workforce management tools.
• Project Management Skills: Strong project management skills with a proven track record of leading successful projects in a fast-paced environment. PMP certification is a plus.
• Demonstrated leadership abilities with experience in managing cross-functional teams.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions, along with excellent written and verbal communication skills, with the ability to present complex information clearly to various stakeholders.
• Comfortable working in a dynamic environment with the ability to manage multiple priorities simultaneously, quickly identify issues, develop solutions, and implement changes effectively.

Bonus Qualifications:

• Master’s degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.)
• PMP, PgMP, or similar project management certification
• Experience in the autonomous vehicle, ride-hail, transportation, or other relevant mobility industries
• Experience in fleet management and/or emergency operations centers

There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. The salary range for this position is $136,000 to $171,000. A sign-on bonus may be offered as part of the compensation package. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate’s relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.

Zoox also offers a comprehensive package of benefits, including paid time off (e.g., sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.

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