Director, AV Support Services

About the Team
The AV Support Services team is working towards building a partner-agnostic platform that enables AV operations and builds trust when issues arise. Specifically, we manage requests from customers, partners, vehicles, and the public / public stakeholders We respond through Rider and Eater Support, Vehicle Support - Remote Assistance or Field Support Operations, as well as other channels to proactively engage and manage in situations when things don’t go quite right. We ensure a high quality user experience in all situations.
About the Role
Customer Advocacy & Solutions (CAS) is focused on earning Customer Trust through effortless experiences, proactive advocacy and relentless innovation; we provide customer support and services to Uber Customers and business partners. We are seeking a highly motivated and experienced Global Head of Autonomous Vehicles (AV) Support Services to lead the development and implementation of a comprehensive customer and vehicle support program for both our Autonomous Mobility and Delivery businesses. The successful candidate will be responsible for building a world-class customer and vehicle support organization and ecosystem by adopting existing support capabilities as well as building net-new capabilities for autonomous vehicle challenges.
The ideal candidate for this role should have strong leadership, communication, program management, analytical skills, and be able to influence in a matrixed organization. The candidate needs to have strategy experience and a strong track record of setting a vision, strategy, and roadmap for emerging products or services. They should ideally have experience in customer support operations. Autonomous Vehicle experience is highly preferred but not required.
What you’ll do
Lead and grow the AV Support Team to enable Uber’s Autonomous Mobility & Delivery (AM&D) expansion plans
Develop Uber’s AV support operations vision and strategy at scale, identifying strategic opportunities for Uber in the space and developing a plan to drive towards the end-state
Lead the customer support operational roadmap for eaters and riders using our autonomous products, ensuring that the AV Support experience aligns with the overall business strategy and goals
Lead the vehicle support operational roadmap, including continued development of the Remote Assistance and Roadside Assistance / In-Field Support capabilities
Define and lead all aspects of key customer and vehicle support metrics, ensuring world class customer support, remote assistance, and roadside assistance
Work with business and technology partners to develop the AV Support Experience, building a standardized ecosystem for every partner we operate with.
Establish best-in-class tooling through leveraging AI, automation, and other self-service tools. Work to develop the Agent experience for the AV use-case and design the network and channel strategies for execution of a best-in-class Support experience
Work with CAS global teams to determine agent footprint and profiles, and help scale the support operations
Work with AM&D Product, Tech, and Ops teams to enhance the AV Cus