Manager, Senior Manager

Summary

Join Zoox's Fusion Center Operations team as a Manager/Senior Manager of Remote Operations, leading a large team of Team Leads, Shift Leads, and Managers. You will ensure the team understands and executes short- and long-term targets, serving as a field expert for tools and features related to workflows. The role involves process improvement across safety and efficiency, close collaboration with other teams, and acting as a player/coach, supporting service escalations. You will uphold a safety-centric culture, provide performance feedback, and work closely with contractors. This position requires significant experience in large-scale remote operations, team management, and continuous safety improvement initiatives. Zoox offers a competitive salary and a comprehensive benefits package.

Requirements

• Bachelors Degree
• 12+ years leading the business side of relevant large-scale operations within a remote operations, customer service, or 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

Responsibilities

• Uphold a safety-centric, inclusive, and open-communication culture and conduct written and oral performance feedback with direct reports at regular intervals
• Support Fusion Center Operations and Fleet Operations Management through process improvement across safety and efficiency for the team
• Work closely with other 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

Preferred 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
• 5+ years of experience in the autonomous vehicle, transportation dispatch, or emergency response industries
• 5+ years of experience leading complex call center operations

Benefits

• 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
• Life insurance