Team Lead, Rider Operations

The Rider Operations team at Zoox ensures the success of all customer interactions with our robotaxi 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 team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides. You will be working closely with leaders within the Fleet Operations organization, as well as assisting and interacting with multiple teams across the company including Product, PMO, and User Experience. Our Team Leads are disciplined team players, and believe in doing everything it takes to safely accomplish the mission and ensure the rider is cared for.

As a Rider Operations Team Lead, your role will be to lead a team of remote operators in ensuring they understand and execute on both short and long-term goals. These remote operators will be serving as the real-time, human point of contact for Riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency. Team Leads at Zoox are hands-on with their team, working with & alongside them on a daily basis, leading by example to ensure all rider interactions are executed to Zoox’s high standards. You will be the daily operations expert for all communication expectations, workflows, and tools related to Rider Operations, coordinating and streamlining processes in support of Fleet Operations at Zoox.

There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. The salary range for this position is $58,000 to $97,000. A sign-on bonus may be offered as part of the compensation package. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.

Zoox also offers a comprehensive package of benefits including paid time off (e.g. sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.

Employees working in this position will be required to have received a single dose of the J&J/Janssen COVID-19 vaccine OR have completed the two-dose Pfizer or Moderna vaccine series. In addition, employees will be required to receive a COVID-19 booster vaccine within two months of becoming eligible for the booster vaccine.

Employees will be required to show proof of vaccination status upon receipt of a conditional offer of employment. That offer of employment will be conditioned upon, among other things, an Applicant’s ability to show proof of vaccination status. Please note the Company provides reasonable accommodations in accordance with applicable state, federal, and local laws.

Zoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics, machine learning, and design, Zoox aims to provide the next generation of mobility-as-a-service in urban environments. We’re looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.

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