Senior Manager, Customer Operations

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 500,000 autonomous rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us. Job Summary The Senior Manager, Customer Operations will oversee a team of 4-8 Site Managers and their respective deployments. This role is responsible for defining and driving strategic operational excellence, ensuring a safe and pleasant experience for our users, and delivering measurable impact on company-wide financial and efficiency goals. Essential Responsibilities Ensure that operations follow rigorous safety guidelines; continuously develop a culture of safety that is beyond reproach Design and lead the implementation of scalable operational frameworks, protocols, and advanced performance reporting across multiple locations to systematically improve outcomes. Cultivate a high-performance, inclusive work environment, embody May Mobility values, and mentor and develop emerging leaders to establish a robust talent pipeline. Responsible for meeting financial goals and aligning spending with the operating budget across sites Ensure exceptional service for both customers and passengers Escalate technical and operational issues and advocate for safe solutions for sites Maintain thorough knowledge of current products and services to effectively influence and align stakeholders on operational strategies. Create and maintain consistent documented processes for all sites, and oversee execution of those processes Drive performance while maintaining safety and user experience Lead cross-functional initiatives to optimize end-to-end operational processes, ensuring multi-regional consistency and the adoption of best practices Serve as communication pipeline between site staff and other key stakeholders Develop and implement operational forecasting models to ensure optimal resource allocation and proactive site-level planning. Drive alignment across teams. Work closely with other leaders to ensure consistent processes and sharing of best practices. Skills and Abilities Success in this role typically requires the following competencies: Exceptional written and verbal communication skills Ability to effectively communicate and manage teams remotely, with ability to travel as needed Ability to build and maintain relationships across technical and nontechnical audiences Commitment to drive results and align teams toward key performance goals Ability to work effectively with team members at all levels of the organization Experience in strategic planning and execution in a dynamic, high-growth environment Flexibility to define and implement adaptive processes, and lead organizational change management initiatives Ability to create, maintain, and govern standardized, global process documentation Strong strategic decision-making skills with the ability to forecast and mitigate multi-regional operational risks Qualifications and Experience Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience: Required Excellent verbal and written communication skills At least 7 years of relevant experience Proven experience building, training, coaching and managing small, highly-effective teams Associates degree or higher in Business, Technical Operations, or related degree Proven track record as a formal people leader in a fast adapting and customer-focused environment Proven experience making judgment calls in ambiguous situations Previous experience developing processes and managing projects Proven change management experience Prior experience in an operations or logistics background Working knowledge of Google Suite, Slack, and Atlassian products Desirable Bachelor's degree or higher in Business, Technical Operations, or related degree, or equivalent experience Leadership experience in a startup environment Physical Requirements Standard office working conditions which includes but is not limited to: Prolonged sitting Prolonged standing Prolonged computer use Travel required? - Frequent: 26%-50% Benefits and Perks Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have been residing together at least one year are also eligible to participate. Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available. Rich retirement benefits, including an immediately vested employer safe harbor match. Generous paid parental leave as well as a phased return to work. Flexible vacation policy in addition to paid company holidays. Total Wellness Program providing numerous resources for overall wellbeing Don’t meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. At May Mobility, we’re committed to building a diverse, inclusive, and authentic workforce, so if you’re excited about this role but your previous experience doesn’t align perfectly with every qualification, we encourage you to apply anyway! You may be the perfect candidate for this or another role at May. Want to learn more about our culture & benefits? Check out our website ! May Mobility is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, genetics or any other legally protected basis. Below, you have the opportunity to share your preferred gender pronouns, gender, ethnicity, and veteran status with May Mobility to help us identify areas of improvement in our hiring and recruitment processes. Completion of these questions is entirely voluntary. Any information you choose to provide will be kept confidential, and will not impact the hiring decision in any way. If you believe that you will need any type of accommodation, please let us know. Note to Recruitment Agencies: May Mobility does not accept unsolicited agency resumes. Furthermore, May Mobility does not pay placement fees for candidates submitted by any agency other than its approved partners. Salary Range $105,000 — $156,500 USD