Zoox is hiring a
Program Manager

Summary

The job is for a Program Manager, Remote Operations at Zoox. The role involves supporting remote operations teams to deliver key projects, develop new workflows, integrate improved tools, and improve operational performance. The position requires a Bachelor's degree in Business Administration or a related field with at least 6 years of experience.

Requirements

• 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

Responsibilities

• 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
• Identify opportunities to improve remote operations processes, including workflow optimization, technology integration, and agent performance enhancement
• 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
• Continuously and proactively look for opportunities to improve the efficiency and effectiveness of our service teams, focusing on quality of service and unit economics

Preferred 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

Benefits

• Salary range: $136,000 to $171,000
• Amazon Restricted Stock Units (RSUs)
• Zoox Stock Appreciation Rights
• Paid time off (e.g., sick leave, vacation, bereavement)
• Health insurance
• Long-term care insurance
• Long-term and short-term disability insurance
• Life insurance