Senior Customer Operations Leader, Autonomous Vehicles

Senior Customer Operations Leader, Autonomous Vehicles Department: Community Operations Team: Strategy & Program Operations Location: Phoenix, United States Type: Full-Time **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