Senior Customer Service Manager

Senior Manager, Customer Support Aurora's mission is to deliver the benefits of self-driving technology safely, quickly, and broadly. The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone. At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge. Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. We're searching for a Senior Manager, Customer Support to lead our Voice of the Customer pillar. Reporting to the Head of Support, you will ensure that the pain points our customers express in their interactions with support shape what Aurora builds and how we operate. Your mandate is to turn support insights into prioritized, actionable signal for Product, Engineering, Safety, and other cross-functional partners and relentlessly advocate for the most important issues to get fixed. In this role, you will: Build and run the Voice of the Customer (VoC) program: a closed-loop system that captures, analyzes, and acts on customer feedback from support interactions. Operate initially as an individual contributor before hiring and leading a small, high-leverage team. Serve as the connective tissue between Support, Product, Engineering, Safety, and other cross-functional teams, ensuring the customer's voice is translated into clear, compelling, prioritized insights for leadership and partner teams. Build deep expertise on the end-to-end customer journey for the variety of personas that interact with our product and use it to pinpoint where the experience breaks down. Design and implement processes and frameworks to identify technical and non-technical root causes of customers contacting support. Build workflows that combine support teams' inputs with AI customer verbatim analysis. Drive both your own analyses and partner with analytics teams to deliver in-depth data insights, combining support data and business data. Develop a framework for evaluating criticality and business impact of surfaced pain points. Present customer pain points to senior leadership, leveraging high-impact data insights and customer journey storytelling. Apply the most relevant lens depending on the audience and pain point (e.g. segment them by client, product, customer journey). Advocate with cross-functional partners for addressing the customer pain points through required technical, operational, and experiential improvements. Drive cross-functional prioritization of customer-impacting fixes, establish shared OKRs, and track impact back to the customer. Partner with the Tier 1 and Tier 2 support teams to ensure bi-directional feedback on the VoC process, tooling, and outcomes. Design and maintain an intent and root cause taxonomy, making sure support teams, as well as AI support, categorize issues correctly and consistently. Build, hire, and develop the team, setting its priorities, resourcing, and ways of working as the program scales. This role is primarily office-based, with periodic travel to meet with key stakeholders and cross-functional partners across Aurora's offices. Required Qualifications: 8+ years in customer support, CX, customer insights, or support analytics, including 4+ years owning a support-focused VoC or customer-feedback program end to end. Demonstrated ability to turn qualitative and quantitative customer signals into prioritized, actionable insights that influenced product, engineering, or operational decisions, driving reduction in contact rate. High proficiency with data analysis, verbatim and thematic analysis, taxonomy design, and experience with AI customer insights tools. Excellent storytelling and executive communication; skilled at building alignment and influencing without authority across functions. Experience building and leading a team, and standing up a program from scratch, in ambiguous, fast-paced environments. Desirable Qualifications: Background in a customer-facing function (Support or Customer Success) before moving into insights. Familiarity with CRM tools (e.g., Salesforce), in particular their functionality and/or integrations with customer insights tools. Experience with customer advocacy in highly technical and safety-critical environments. For roles based in San Francisco, CA and Mountain View, CA: The salary range for this position is $179,000 - $287,000 per year. For roles based in Dallas, TX and Pittsburgh, PA: The salary range for this position is $162,000 - $259,000 per year. Aurora's pay ranges are determined by role, level, and location. Within the range, the successful candidate's starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits. At Aurora, we bring together extraordinarily talented and experienced people united by the strength of our values. We operate with integrity, set outrageous goals, and build a culture where we win together all without any jerks. We believe in-person work increases collaboration, empathy and our ability to lead effectively. As a result, we operate in a hybrid work environment where Aurorans are in office at least 3 days per week. Our Careers page provides insight into what it is like to work at Aurora, and you can find all the latest updates in our Newsroom. At the core of everything we do is our commitment to safety. Building best-in-class self-driving technology will take time, and we believe that each employee at Aurora has a role in contributing to safety, every step of the way. Aurora expects commitment to our safety policies from every employee, and seeks candidates who take an active responsibility, can contribute to building an atmosphere of trust, and invest in the organization's long-term success by prioritizing working safely, no matter what. Aurora considers candidates without regard to their race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law. Aurora considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io. For California applicants, information collected and processed as part of your application and any job applications you choose to submit is subject to Aurora's California Employment Privacy Policy.