Manager / Senior Manager, Command & Control Operations

Zoox has embarked on a highly ambitious journey to develop an autonomous mobility solution built from the ground up. The Fusion Center Operations team comprises three distinct teams at Zoox, ensuring our robotaxis operate safely and efficiently across our various markets. Our team is focused on completing missions by leveraging real-time remote human context to navigate complex scenarios and supporting our riders with white-glove customer service.  We are a multi-faceted team responsible for feature product development and structured testing, serving as the link between the operations and software departments. You will work closely with leaders within the Fleet Operations organization and assist and interact with multiple teams across the company, including TeleGuidance, PMO, User Experience, and Product. 

As a Manager / Senior Manager of Command & Control Operations, your role will be to lead a large team of Team Leads, Shift Leads, and Managers, ensuring they understand and execute both short- and long-term targets. You will serve as the field expert for tools, features, and functions related to workflows, coordinating and streamlining processes to support Fleet Operations at Zoox. Managers at Zoox are hands-on with their team, working with & alongside them daily, leading by example to ensure all software and hardware tests are executed to Zoox’s high standards. They are disciplined team players who believe in doing everything necessary to accomplish the mission safely.  

In this role, you will:

• Uphold a safety-centric, inclusive, and open-communication culture and conduct written and oral performance feedback with direct reports at regular intervals.

• Support Command Center Operations and Fleet Operations Management through process improvement across safety and efficiency for the team.

• Work closely with Team Leads and Program/Project Managers within Fleet Operations to ensure their team stays aligned with Zoox’s overall goals.

• Become a knowledge expert on Zoox’s proprietary software related to Fusion Center Operations.

• Interact with contractors assigned to Zoox to answer questions, provide information, and ensure they understand and execute their job assignments.

• Act as a “player/coach” by regularly diving into team needs and act as the first point of contact to support service escalations.

Qualifications

• Bachelors Degree

• 12+ years leading the business side of relevant large-scale operations within a remote operations, customer service, or complex call center environment

• 4+ years of managing large teams of FTEs and contingent labor (contractors)

• Management of continuous safety standards and process improvement initiatives

• Experience working with cross-functional teams on go-to-market initiatives

• Experience in change management processes & managing large amounts of data

Bonus Qualifications

• Master's degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.)

• 8+ years working in an NPI environment and cross-functionally with PMO or engineering organizations

• Experience in the autonomous vehicle, transportation dispatch, or public sector/emergency response industries (i.e., 911 centers, NOC/SOC leads, or command center backgrounds)

• 8+ years of experience leading complex call center operations