Senior Customer Operations Leader, Autonomous Vehicles

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

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

Technology & Enablement

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.

Insights

Translate frontline signals into actionable product, safety, and operational improvements.

Identify root causes impacting rider experience and AV operations.

Incubation

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).

Leadership

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.

Governance

Own AV support performance across the US as the central point of accountability.

Basic Qualifications

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.

Preferred Qualifications

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 rel="nofollow" target="_blank">https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.