Program Manager, Remote Support Operations Process Improvement

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17 days old

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Zoox has embarked on a highly ambitious journey to develop an autonomous mobility solution built from the ground up. As our Operations team develops and scales, so does the challenge of understanding operations data, ensuring effective communication between development and operations, and informing critical decisions to scale the organization successfully. The Process, Strategy, and Data team within Operations is focused on “how we get from here to there.” As Zoox continues to grow, you will be a crucial member of the team and responsible for providing guidance on how to do that most efficiently while providing a great customer experience. 

This role will design, coordinate, document, and implement large-scale operational process improvement initiatives within the customer support (remote operations) team in Fleet Operations.. These are highly complex workflows, thus requiring high judgment, autonomy, and trust with internal and external stakeholders. A successful candidate can manage and iterate an approach to identifying, assessing, and driving growth for scaling operations. The candidate must be comfortable with balancing strategic thinking with tactical, detailed execution while working independently, sorting through ambiguously defined problems, identifying and facing big challenges, and adjusting to sudden and frequent change.

In this role, you will:

  • Support process design, documentation, and improvement for customer support (remote) operations
  • Conduct a range of data analyses to determine the best solution to a problem
  • Identify and prioritize new opportunities for efficiency within operations
  • Work cross-functionally to ensure projects are moving forward
  • Track projects and communicate progress to a larger group of stakeholders
  • Improve customer experience and satisfaction scores

    • Qualifications

  • Bachelor’s degree in Business Administration, Operations Management, or a related field
  • 5+ years of experience in program management, operational excellence, process improvement, or a related fields
  • Experience developing operational efficiencies in remote operations or similar environments (i.e., call center, BPO, teleoperation, remote support centers, etc.).
  • Experience in a product-based operations environment
  • Demonstrated leadership experience in leading teams and developing direct reports
  • Excellent communication and interpersonal skills and the ability to influence and drive change across multiple levels of the organization. Strong analytical and problem-solving skills.
  • Demonstrated ability to design and execute large-scale change management strategies and proven track record of successfully managing complex, large-scale integration projects
  • Prior experience developing and using data and metrics to support strategic decision-making.

    • Bonus Qualifications

  • Master's degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.)
  • Six Sigma Certifications
  • PMP, PgMP, or similar project management certification
  • Early-stage startup experience (pre-revenue or pre-product with go-to-market)
  • Management consulting or strategic consulting experience
  • Experience in the autonomous vehicle, ride-hail, transportation, or other relevant mobility industries
  • Experience with Lean/Six Sigma methodologies
    • There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. The salary range for this position is $120,000 to $195,000. A sign-on bonus may be offered as part of the compensation package. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.
     
    Zoox also offers a comprehensive package of benefits including 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, and life insurance.
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