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Senior Technical Learning & Development Program Manager, Customer Success

San Francisco, CA
12 days ago
Full time role

Company

Cruise

San Francisco, California, United States

Cruise is building the world's most advanced self-driving electric vehicles to safely connect people with the places, things, and experiences ...

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Job Description

We're Cruise, a self-driving service designed for the cities we love.

We’re building the world’s most advanced, self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.

If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, join us.

Cruise Academy is responsible for developing and delivering high-impact training that drives the success of our Commercial Operations teams. Our training programs range from delivering new hire training programs, to managing quality and audit programs, to running continuous education efforts among our Autonomous Vehicle Test Operators (AVTOs), Vehicle Technicians, Customer Success Specialists and more. We are a growing team and this is a unique Program Manager role responsible for designing the training programs for our Customer Success workforce, our team that provides high quality support to Cruise passengers.

This is a full-time role, and the team is open to the locations: San Francisco, CA; Sunnyvale, CA; Phoenix, AZ; & Seattle/Bellevue, WA. There will be occasional office days, however, most workdays will have remote flexibility. We are looking for someone who is passionate about learning and development, who can develop and then drive strategies for how our programs will come together, and who isn’t afraid to get into the details to ensure the program delivers the intended results. This program manager will need to have a mix of project management, operations management, strategy design, curriculum design, and product management skills that can be applied to solve our most pressing training challenges.

 

In this role, you will be the primary point of contact to the Customer Success team regarding how Customer Success Specialists are trained. You will:

  • Develop a deep understanding of the Customer Success tools and processes and the skills that need to be learned in order to be successful.
  • Collaborate with the Customer Success team to define the lifecycle of a Customer Success Specialist
  • Develop the strategy, implementation initiatives, resources, and success metrics for the overall training program - from onboarding through continuous improvement and performance management
  • Provide best-in-class project management on training initiatives by creating project plans, defining timelines, outlining partner responsibilities, and collaborating across teams to deliver on-time and on-budget
  • Communicate to leaders when timelines are at risk or additional resources may be needed
  • Develop a virtuous cycle for feedback from learners; continuously monitor and report on ways in which we can improve learner satisfaction and training efficacy.

 

What you must have:

  • 7+ years experience in managing L&D programs within a technology or operations-focused company
  • Impeccable written and verbal communication skills
  • Strong sense of ownership, urgency, and drive. You are willing to dig into the details to understand and drive your results with accuracy, quality, and attention to detail.
  • Ability to work collaboratively across functional teams
  • Ability to maintain a flexible work schedule - we run 24/7 operations and our collaborators may not work on day shift
  • Ability to remain calm and perform well under tight timelines
  • Organized with strong ability to prioritize and effectively lead multiple projects simultaneously

 

Bonus points!

  • Familiarity with autonomous vehicle technology and operations
  • Experience supporting a Customer Service organization
  • Professional Certifications (instructional design)

 

Why Cruise?

  • Our benefits are here to support the whole you:
    • Competitive salary and benefits 
    • 401(k) Cruise matching program 
    • Medical / dental / vision, AD+D and Life
    • One Medical membership
    • Subsidized mental health benefits
    • Flexible vacation and company paid holidays
    • Healthy meals and snacks provided for non-remote employees
    • Paid parental, jury duty, bereavement, family care and medical leave
    • Fertility Benefits
    • Dependent Care Flexible Spending Account, subsidized by Cruise
    • Flexible Spending Account 
    • Monthly wellness stipend
    • Pre-tax Commuter Benefit Plan for non-remote employees
    • CruiseFlex - a working policy for US-Based Cruisers that lets you and your manager find what working style is best for you, whether it’s primarily in-person, primarily at home or a combination of home and in-office time.
  • We’re Integrated
    • Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.
  • We’re Funded
    • GM, Honda, Microsoft, T. Rowe Price & Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.
  • We’re Independent
    • We have our own governance, board of directors, equity, and investors. Our independence allows us to not just work on the edge of technology, but also define it.
  • We’re Vested
    • You won’t just own your work here, you’ll have the potential to own equity in Cruise, too. We are competing in a market that is projected to grow exponentially, which gives our company valuation room to grow.
    • Recurring Liquidity Opportunity (RLO) - a unique equity program where employees, both current and former, have the option to sell any amount of their vested equity on a recurring basis, currently quarterly.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. 

We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email HR@getcruise.com.

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.

Vaccine Mandate. 

At Cruise, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #StaySafe culture transcends and informs all we do, and because of this, as of October 31, 2021 Cruise will be mandating COVID-19 vaccinations for all US-based Cruisers who need or want to access any of our US Cruise facilities and engage in any business travel — including attending any in-person Company-sponsored event. 

If you are unable to get a vaccine due to a medical condition, disability, or a strongly-held religious belief, Cruise will consider requests for an accommodation.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.

Cruise

San Francisco, California, United States

Cruise is building the world's most advanced self-driving electric vehicles to safely connect people with the places, things, and experiences ...

View Company Profile