Senior Program Manager, Service Operations, AV Fleets

Senior Program Manager, Service Operations, AV Fleets Department: Operations Team: Operations Location: San Francisco, United States Type: Full-Time **About the Role** As the **Service Operations Program Manager**, you will be the primary architect of the operational systems that keep Uber’s autonomous vehicle (AV) fleets moving. You aren't just managing a steady state; you are building the "Service Engine" from the ground up. You will define how we intake, triage, and repair the world’s most advanced vehicle technology across a global network of AV partners and fleet operators. Our ideal candidate is a **technical operator**—someone who can pivot from high-level strategy (defining a global operating model) to granular execution (ensuring a technician captures the right photo for a warranty claim). You are a builder who thrives in the "gray space" of emerging technology, possessing the entrepreneurial spirit to scale processes and the professional rigor to hold partners accountable to world-class SLAs. **What You'll Do** #### **1\. Service Operating Model & Governance** - **Define the E2E Service Lifecycle:** Establish the end-to-end service journey, including intake, triage, dispatch, repair execution, QA/closeout, billing, and reporting. - **Establish Governance:** Build the framework for success by defining RACIs, SLAs, escalation paths, and operational readiness gates for new releases. - **Playbook Development:** Standardize SOPs for high-frequency and high-severity workflows, such as vehicle grounding, safety holds, and tooling outages. #### **2\. Tooling & System Integration** - **Lead the Toolchain:** Drive the configuration and global rollout of service management tools in collaboration with Uber’s technical teams and third-party providers. - **Data Integrity:** Partner with Product and OEM teams to ingest service catalogs and work instructions, ensuring technicians have the right data at their fingertips. #### **3\. Warranty & Claim Management** - **Warranty Strategy:** Stand up a comprehensive warranty operating model across OEM and AV components. - **Recoverability:** Ensure workflows capture