Assistant General Manager - Operations Control Center

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.

In our cars, you’re free to be yourself. It’s the same here at Cruise. We’re creating a culture that values the experiences and contributions of all of the unique individuals who collectively make up Cruise, so that every employee can do their best work. 

Cruise is committed to building a diverse, equitable, and inclusive environment, both in our workplace and in our products. 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, come join us. Even if you might not meet every requirement, we strongly encourage you to apply. You might just be the right candidate for us.

We are seeking an Assistant General Manager for our 24/7 Operations Control Center overseeing our OCC Operations and Incident Management teams. A leadership role at the core of our operational framework, you will be centrally managing our driverless autonomous vehicle fleet across all markets, and maintaining overall oversight of our Tier 1 critical facility located in Scottsdale, AZ. This role is pivotal in managing complex operational processes and responding to incidents swiftly to minimize impact. The ideal candidate will be a seasoned leader with a robust technical background and a proven track record in managing high-stakes, round-the-clock operations. You will work hand-in-hand with your teams, operations, data science, product, engineering, and broader cross-functional leadership to manage and continuously improve operations and performance. If you thrive in fast moving, ambiguous environments where no two days are the same, this job is for you!

Key Responsibilities

• Develop and implement strategic plans to enhance operational effectiveness and efficiency, including real-time risk monitoring and escalations.

• Lead response strategies during incidents and crises, ensuring rapid and effective resolution. Manage the strategy for Cruise’s Crisis Management Team.

• Drive continuous improvement initiatives, leveraging data and analytics to inform decisions and enhance performance..

• Foster a culture of high performance and continuous development among team members.

• Manage staffing requirements, including scheduling for 24/7 operational coverage, being on-call, as needed.

• Report on key operational metrics and provide real-time, daily, weekly, and monthly strategic insights and escalations to executives; exercise excellent written and verbal communications skills and judgment.

• Identify operational constraints and ensure the appropriate resources are focused on overcoming immediate operational disruptions while designing strategies to avoid them in the future. 

• Manage irregular operational postures; making and escalating proposed modifications for multi-market, company-wide impacting issues. Maintaining a deep understanding of company priorities, individual market nuances, and system limitations / impacts.

• Partner closely with other central support leaders across Remote Assistance, Customer Success, Technical Operations, and Global Security; seamlessly integrating escalations through policies and product design

• Defining new operating policies, authoring documents as needed

• Operate with a high level of autonomy in a rapidly evolving environment.

Qualifications

• 10+ years relevant work experience, including a minimum of 7 years experience in people management and experience managing 24/7 operations.

• Graduate degree or Bachelor's degree in business or engineering with equivalent relevant work experience.

• Strong technical acumen with the ability to oversee complex network and crisis management functions.

• Exceptional leadership skills with a track record of developing high-performing teams. Growth mindset as it relates to company, self, and development of fellow employees.

• Meticulous attention to detail and a strong commitment to operational excellence; excellent organizational and project management skills. 

• Composure; ability to work under pressure and manage multiple priorities in a dynamic environment.