Operations Associate 4

Leadership & Team Development

• Lead and develop the Troubleshooting Expert team, providing day-to-day supervision, coaching, performance feedback, and clear priorities to ensure high-quality technical support and fleet uptime.
• Promote a culture of continuous improvement, using metrics, incident reviews, and feedback from operations, technicians, and engineers to refine processes, tools, and training across troubleshooting operations.

Safety & Operational Excellence

• Foster Company's Safety First culture across troubleshooting operations, ensuring all activities prioritize safety, follow safe work practices, and support safe AV operation in the field.
• Support fleet uptime targets (e.g., >90% uptime) through proactive monitoring of dashboards to identify trends encountered during calibration, launch, and on-road operations.
• Maintain adequate support coverage, including filling gaps in coverage as needed, occasionally responding to duty locations outside the primary facility, and supporting mitigation and containment plans for major events.

Troubleshooting & Technical Support

• Oversee and guide developmental troubleshooting activity for technical issues, ensuring clear triage, accurate categorization, and thorough documentation of failures, mitigations, and resolutions.
• Fulfill data requests and debug events of interest, including querying logs, validating hypotheses, and testing new features or fixes prior to rollout to refine behavior and mitigate regressions.

Process Management & Communication

• Develop, roll out, and enforce SOPs and SLAs for troubleshooting processes, escalation paths, ticket quality, and response times; ensure process adherence and escalate performance issues as needed.
• Run operational rhythms such as daily stand-ups and shift handoffs, updating the team on new developments, policy changes, and key metrics; ensure clear daily handoff reports for subsequent shifts and leadership.

Cross-Functional Collaboration & Training

• Collaborate with cross-functional engineering teams (e.g., AV Software, Hardware Systems, Embodied AI, Vehicle Integration, and other GM teams) to balance short-term mitigations with long-term design changes that improve fleet reliability.
• Ensure the team is prepared for high-severity failures by running drills, developing training, and aligning with partner teams on SLAs and response expectations; build and maintain training modules to upskill Troubleshooting Experts and AVTOs.

• 5+ years of experience in automotive, robotics, autonomous vehicles, consumer electronics, aerospace, or a related industry with a focus on technical operations, reliability, or fleet support.
• Experience with productivity and incident tools such as JIRA, Confluence, Microsoft Office, CRM platforms, and/or similar fleet and incident management tools.
• Demonstrated people leadership experience, such as supervising teams, leading shifts, or providing direction to integration engineers, technicians, or contractors in a fast paced operational environment.
• Excellent communication skills, including the ability to give and receive clear, prompt, and understandable verbal and written communication for large groups and varying audiences (e.g., AVTOs, technicians, engineers, and leadership).
• Proven ability to stay calm, focused, and professional under pressure, including during incidents, escalations, and rapidly evolving situations.
• Strong attention to detail and execution skills, with a track record of thorough documentation, follow through, and ownership from issue identification through resolution.
• Enthusiasm for self driving technology and its potential impact on safety, accessibility, and the future of mobility.
• Willingness to work nights, weekends, and a flexible schedule as needed to support ongoing operations, including occasional on site work at designated facilities.

Bonus Points!

• Previous experience managing or leading troubleshooting, NOC, or incident response teams in automotive, robotics, AV, or technology industries.
• Hands on experience with PagerDuty or similar on call/incident management tools for coordinating responses to high severity events.
• Extensive experience using JIRA and related tools to manage incidents, track failure modes, and drive engineering workstreams.
• Experience with command line tools, SQL, GitHub, and software integration tools (e.g., INCA) supporting debugging, analysis, and system integration.
• Background in customer facing operations or technical support environments, with a strong customer service mindset.