Senior Program Manager, Service Operations, AV Fleets

About this role

About the Role As the Autonomous Vehicle Service Operations Program Manager , you will be the primary architect of the operational systems that keep Uber's autonomous vehicle (AV) fleets moving. You aren't just managing a steady state; you are building the \"Vehicle Service Engine\" from the ground up. You will define how we intake, triage, and repair the world's most advanced vehicle technology across a global network of AV partners and fleet operators. Our ideal candidate is a technical operator -someone who can pivot from high-level strategy (defining a global operating model) to granular execution (ensuring a technician captures the right photo for a vehicle warranty claim). You are a builder who thrives in the \"gray space\" of emerging technology, possessing the entrepreneurial spirit to scale processes and the professional rigor to hold partners accountable to world-class SLAs. What You'll Do 1. Service Operating Model & Governance Define the E2E Service Lifecycle: Establish the end-to-end service journey, including intake, triage, dispatch, repair execution, QA/closeout, billing, and reporting. Establish Governance: Build the framework for success by defining RACIs, SLAs, escalation paths, and operational readiness gates for new releases. Playbook Development: Standardize SOPs for high-frequency and high-severity workflows, such as vehicle grounding, safety holds, and tooling outages. 2. Tooling & System Integration Lead the Toolchain: Drive the configuration and global rollout of service management tools in collaboration with Uber's technical teams and third-party providers. Data Integrity: Partner with Product and OEM teams to ingest service catalogs and work instructions, ensuring technicians have the right data at their fingertips. 3. Warranty & Claim Management Warranty Strategy: Stand up a comprehensive warranty operating model across OEM and AV components. Recoverability: Ensure workflows capture critical data (DTCs, logs, failed-part traceability) to

Skills

• Business Operations
• Operations
• US