We're Cruise, a self-driving service designed for the cities we love.

We’re building the world’s most advanced, self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.

If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, join us.

The Customer Success team at Cruise is the primary human connection with our customers. In this role, you’ll be an early member of a critical team in a rapidly developing industry.

As Senior Process Excellence Manager, you will specialize in creating the smoothest, most efficient, and most delightful experiences for our internal support specialists and for our thousands of ride-hail customers. You will design, implement, and scale new ideas to improve our customer operation, and be the accountable person to drive continuous improvement initiatives across the department.

What you'll be doing:

• Evaluate existing processes, systems, and tools with flow charts, value maps, metrics, time studies, and customer journey maps.

• Determine the most impactful gaps and opportunities to redesign vastly improved end state workflows that will transform our business.

• Create best-in-class user experiences that optimize for trainability, repeatable success, minimal variance, and a high assurance of quality. 

• Spearhead continuous improvement programs to ideate new opportunities, determine prioritization, and activate the cross-functional working groups to drive action.

• Test hypotheses, run experiments, and implement process changes rapidly for the continuous improvement of our operation to reduce defects and friction throughout the user lifecycle.

• Use analytical tools and skills to develop data-backed strategies to influence multiple teams’ roadmaps without formal ownership or authority over resources.

What you must have:

• 7+ years of experience in technology or management consulting, operations, finance, industrial engineering, or similar focused on process transformation and operational excellence.

• In-depth experience with lean methodologies such as five whys, six sigma certification, 5s, value stream mapping, and customer journey maps.

• Highly skilled with storytelling and executive presentations to pitch the transformative opportunities, request resources where needed, illustrate the potential business value, and celebrate the wins.

• Highly proficient with data analysis, including SQL, Sheets or Excel, and business intelligence tools like Looker or Tableau.

• Technical undergraduate degree in engineering, finance, computer science, data science, or other quantitative subject areas.

• MBA or Masters preferred.

Bonus points!

• Comfort working in a high growth, constantly evolving environment where the only constant is change.

• Enthusiastic about the AV industry and the impacts it will have on society.

 

The salary range for this position is $116,400 - 171,000. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, restricted stock units, and benefits. These ranges are subject to change.

Why Cruise?

• Our benefits are here to support the whole you:
• Medical / dental / vision, AD+D and life insurance
• Subsidized mental health benefits
• One Medical membership
• Flexible Spending Account 
• Monthly wellness stipend
• 401(k) match 
• Paid time off: vacation, sick, public health emergency, jury duty, bereavement and company holidays. 
• Paid parental, family care and medical leave
• Family care benefits: fertility benefits, Dependent Care Flexible Spending Account (subsidized by Cruise).
• Non-remote employees: Pre-tax Commuter Benefit Plan, healthy meals and snacks 
• CruiseFlex - a working policy for US-Based Cruisers that lets you and your manager find what working style is best for you, whether it’s primarily in-person, primarily at home or a combination of home and in-office time.