Rider Operations Async Shift Supervisor

Job Description

Job Description

Role:  RiderOperations Async Shift Supervisor

Location:  Foster City

Pay Rate: $35-$37/hour

Available Shifts:

Wednesday–Sunday, 7:00 AM–3:30 PM - 1 open position
Friday-Tuesday, 3:00pm-11:30pm - 1 open position

Interview Process: 

Round 1 - Q&A interview with team member and hiring manager

JOB DESCRIPTION

About the role

The Rider Operations (RiderOps) team ensures the success of all customer interactions with our robo-taxi service. We are the human partner to the robot AI, providing an amazing support experience to our customers. In preparation for our commercial launch, we are growing our asynchronous team to support the challenging delivery of traditional customer service with specialized rider support before/after customer rides. We are seeking individuals that will excel in a fast-paced, dynamic environment to up-hold a superior level of service for our riders.

As a RiderOps Shift Supervisor, you will work closely with the team that provides the human point of contact for Riders; including ensuring operators are following the correct workflows and approved procedures that support our customers. Beyond expertise in customer service execution, this role requires exceptional empathy, patience, and a relationship-oriented mindset. Additionally, you will have the unique opportunity to support development of new operational processes and tools for scale while being able to make real-time decisions to ensure operational excellence.

Additionally the RiderOps Shift Supervisor, will work closely with other leaders within the Fleet Operations organization to safely and efficiently drive the day-to-day operations of our vehicle fleets. Our Shift Supervisors are disciplined team players, and believe in doing everything it takes to safely accomplish the mission.

• Uphold a safety-centric, inclusive and open-communication culture.
• Complete all assigned administrative tasks
• Support operators in day-to-day operations during asynchronous chats or emails with riders.
• Support testing missions.
• Share best practices in real time with operators.
• Escalate service issues and operational areas of improvement to Zoox Leadership 
• Become a subject matter expert on all of Zoox’s proprietary software related to RiderOps.
• Motivate and mentor peers to execute and deliver to Zoox’s high standards.
• Act as a “player/coach” by regularly supporting day to day operations as a Rider Operator
• Act as first point of contact to support escalations that may come from, but not limited to Emergency Services, customer complaints, and service reports. 

Requirements

• 2 years of Customer Service Experience as a leader or similar experience. 
• Experience working in a high-level collaborative environment and promoting a teamwork mentality
• Proven ability to problem solve and improve operational efficiency
• Proactive mindset and resourcefulness
• Strong written and verbal communication skills to coordinate with customers, team members,and management to explain technical issues
• Able to manage ambiguity and remain customer focused to ensure our riders and teams are supported in a timely manner 

Preferred Skills

• 12 months of experience with Zoox as an employee or contractor in a Rider Operations role.
• 2+ years autonomous vehicle industry or operations experience.
• Experience as an Instructor or Lead within an operations team, or equivalent management or leadership experience.
• Experience in leading or managing a highly cross functional team