Program Manager

Program Manager

Serve as the primary FleetOps point of contact with program management team, coordinating across both organizations to close open actions, finalize joint SOPs, and hit integration milestones

SOP Development & Operationalization

• Build and maintain the full suite of operational SOPs, covering: async contact handling for issues, Rider Support call routing to the correct agent, and fault response protocols unique to rides
• Define and document how Support Team workflows apply to riders — including how Remote Operations interacts with support infrastructure and when direct dispatch versus credits is the right resolution path
• Develop the Mission Control workflows for adding and removing vehicles from service, in coordination with relevant Operations and Engineering stakeholders

Cross-Functional Coordination

• Work closely with Rider Operations, Mission Control, TeleOps, and Fleet Response to identify workflow gaps introduced by the integration and drive resolution
• Partner with Engineering and Product to complete technical discovery on support APIs and ensure operational requirements are translated into actionable product asks
• Coordinate with the async call automation team to define how ride workflows interact with automated contact systems
• Surface risks and dependencies early; maintain a clear, current view of what is blocked, what is at risk, and what needs executive attention