What are the responsibilities and job description for the Senior Customer Operations Leader, Autonomous Vehicles position at Uber?
About The Role
Autonomous Vehicles (AV) are a core pillar of Uber's long-term strategy and one of the most important bets on the future of the platform. AV is scaling rapidly across the US through partnerships with companies like Waymo, AVRide, and Motional, with significant expansion ahead.
As this business grows, frontline customer support becomes mission-critical-operating in a live, high-stakes environment where speed, accuracy, and judgment directly impact rider safety, trust, and the ability to scale AV reliably.
This role leads real-time AV support operations across the US, managing a team of 100 agents and leaders, with full accountability for performance in complex, on-trip and incident management scenarios.
A key part of this role is scaling operations through best-in-class tooling and technology, partnering closely with Program and tech teams to improve workflows, systems, and real-time decisioning, while building the foundations for future automation and AI adoption.
You will also play a critical role in translating frontline signals into product and operational improvements, while incubating the standards, frameworks, and capabilities required to support AV at scale.
What You'll Do
Operations
Autonomous Vehicles (AV) are a core pillar of Uber's long-term strategy and one of the most important bets on the future of the platform. AV is scaling rapidly across the US through partnerships with companies like Waymo, AVRide, and Motional, with significant expansion ahead.
As this business grows, frontline customer support becomes mission-critical-operating in a live, high-stakes environment where speed, accuracy, and judgment directly impact rider safety, trust, and the ability to scale AV reliably.
This role leads real-time AV support operations across the US, managing a team of 100 agents and leaders, with full accountability for performance in complex, on-trip and incident management scenarios.
A key part of this role is scaling operations through best-in-class tooling and technology, partnering closely with Program and tech teams to improve workflows, systems, and real-time decisioning, while building the foundations for future automation and AI adoption.
You will also play a critical role in translating frontline signals into product and operational improvements, while incubating the standards, frameworks, and capabilities required to support AV at scale.
What You'll Do
Operations
- Lead real-time AV support operations at scale (on-trip support, remote assistance, incident management).
- Own end-to-end performance: SLAs, quality, accuracy, and efficiency.
- Drive operational excellence in a high-stakes, safety-critical environment.
- Ensure readiness for new AV launches, partnerships and geographical expansion
- Scale operations through robust tooling, systems, and workflow design.
- Partner with program and tech teams to improve support tooling and real-time decision-making.
- Drive automation of manual workflows to improve speed, accuracy, and scalability.
- Define and drive the strategy for AI readiness, ensuring the right tooling and operational foundations are in place to enable scalable adoption.
- Translate frontline signals into actionable product, safety, and operational improvements.
- Identify root causes impacting rider experience and AV operations.
- Define and build AV support standards, frameworks, and operating models.
- Establish the long-term talent strategy for AV support, including role design, capability requirements, and learning & development frameworks.
- Build foundations for outsourcing readiness (processes, training, partner models).
- Lead and develop a team of managers and frontline leaders, setting a high bar for performance and accountability.
- Build a strong operational culture focused on quality, speed, and sound judgment in high-stakes environments.
- Coach and develop leadership bench strength to support rapid scaling and evolving operational needs.
- Own AV support performance across the US as the central point of accountability.
- 10 years of experience in operations, with deep experience leading real-time, high-stakes customer support environments with direct impact on customer safety, experience, or business continuity.
- Experience leading large, distributed teams, including managers of managers.
- Proven track record of owning and improving end-to-end operational performance (quality, accuracy, SLAs, efficiency) at scale.
- Experience building or scaling operations in ambiguous or emerging environments (e.g., 0→1 or rapid expansion).
- Demonstrated ability to leverage tooling, systems, and automation to improve operational performance.
- Strong problem-solving and data-driven decision-making skills, with the ability to operate effectively in high-pressure situations.
- Ability to influence senior cross-functional stakeholders and drive outcomes in complex environments.
- Experience in AV, robotics, or similarly complex, real-time operational environments.
- Experience building support models, frameworks, or operational standards from scratch.
- Experience preparing operations for outsourcing or global scale.
- Experience deploying automation or AI in customer support environments.
Salary : $162,000 - $180,000