Head of Remote Assistance Operations

Autonomous Vehicle Remote Operations Manager

The Autonomous Vehicle Remote Assistance Operations Manager is responsible for conceptualizing, building, supporting, and leading Autonomous Vehicle (AV) Remote Assistance Operations across U.S. deployment environments. This role includes full people-leadership responsibility for hiring, coaching, developing, and scaling a high-performing Remote Assistance Operations team. The role ensures operational excellence, safety, and compliance while driving strategy, improving processes, and supporting cross-functional engineering, safety, and fleet partners. This leader will oversee 24/7 remote operations centers (ROCs), manage incident escalations, and ensure the safe and effective remote supervision of AV fleets. The individual will drive workforce planning, team engagement, performance management, succession planning, and leadership development. Education and Skill Requirements Required Experience 7+ years of senior operations management experience in autonomous systems, transportation, logistics, aviation, mission-critical control centers, or related fields Education Bachelor's degree (Logistics, Engineering, Business, or equivalent) Skills Leadership and management experience in complex & cross-functional organizations. Strong collaboration and teamwork skills, empowering, coaching and mentoring individuals incl. relationship building across different levels of the organization. Ability to collaborate cross-functionally with Product, Engineering, Safety, and Legal teams to enhance systems, tools, and workflows. continuous self-reflection and improvement. Ability to think in scenarios, Excellent process understanding and process drafting skills incl. data flows. Ability to draft concept scenarios and derive recommendations for business setup. Real-Time Decision-Making skills, working under high pressure Safety Critical Operations. Safety & Compliance orientation. Data driven approach to continuous improvement of KPIs and operational processes. Excellent cross-cultural collaboration skills across different business and technical domains. High resilience and structured management in fast-scaling, tech-enabled environments. Required Skills Deep understanding of teleoperations, connectivity infrastructure, and safety-critical operation. Deep understanding of Safety Protocols and regulatory requirements for AV operations or similar industries. vehicle hardware and software stacks used in AVs. Vendor & Technology Management: Competence in evaluating, selecting, and managing technology and infrastructure vendors. Strategic Operational Planning: Expertise in developing and aligning operational strategies with organizational goals for safety, customer experience, and cost efficiency. Remote Operations Management: Deep understanding of remote monitoring and intervention operations, including multi-market coordination and performance oversight. Workforce & Capacity Planning: Strong capability in staffing models, resource forecasting, and long-term operational scaling. Process Design & Standardization: Expertise in developing and implementing standard operating procedures (SOPs) for monitoring, intervention, and incident management. Continuous Improvement: Familiarity with Lean, Six Sigma, or Kaizen methodologies for driving operational excellence. Desired Skills Demonstrated success scaling multi-site, 24/7 operations. Experience working with Remote Guidance for autonomous vehicles in ridesharing operations Technical and business knowledge of automotive sharing vertical In-depth and hands-on experience from contract discussions to delivery of product for B2B customers Familiarity with AV regulations, including reporting and investigations with federal, state, and local authorities. Work Flexibility Domestic and international travel required up to 25% of work time

Strategic Leadership – 20% Develop and execute the global strategy for Remote Guidance operations, aligning with the company's overall AV roadmap. Define performance metrics, operational goals, and expansion plans across multiple regions. Partner with executive leadership to integrate remote guidance into broader mobility, logistics, and fleet management strategies. Operational Management – 20% Build and lead global Remote Operations Centers (ROCs) to support live AV fleets. Establish protocols for remote intervention, escalation, and system recovery in coordination with engineering and safety teams. Safety and Compliance – 20% Lead the development of safety standards and remote operator certification programs. Ensure compliance with local, national, and international regulations governing remote vehicle operations. Collaborate with legal, policy, and safety teams to proactively engage regulators and standard bodies. Technology Integration – 10% Work closely with Engineering and Product teams to integrate real-time telemetry, perception, and communication technologies for remote operation. Define requirements for connectivity, latency, and system performance to support reliable remote interventions. Team Leadership and Development – 20% Build and manage a diverse, high-performing global team of operations leaders, remote operators, engineers, and analysts. Drive training, professional development, and succession planning within the Remote Guidance organization. Stakeholder and Partner Engagement – 10% Serve as the primary executive liaison for remote guidance partnerships, including telecom providers, technology vendors, and logistics partners. Represent the company at industry conferences, regulatory meetings, and customer engagements. Collaborate cross-functionally with Product, Engineering, Safety, and Customer Operations to ensure seamless integration of remote capabilities.

Compensation Data Compensation Data In Los Angeles, California, the salary range for this role will be $170,000 - $185,000, depending on education and years of relevant experience. Eligibility for annual performance bonus ·Healthcare benefits 401(k), with company match Defined contribution retirement program. Tuition reimbursement Company lease car program Paid time off Competencies Act as an owner Be a pioneer Excite customer Grow personally Handle complexity Live integrity & compliance Live passion Perform together Think ahead