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.

The Customer Success (CS) 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 Manager, Customer Success Operations you’ll have a significant impact on the experience of our customers and the teams who support them. You’ll lead front-line CS teams and collaborate with cross-functional partners to drive impactful training, design, product, and operations in pursuit of creating consistently fantastic support for our customers. 

You will ensure we deliver outstanding quality by measuring performance, coaching for growth and finding strategic insights. This role will be very hands on and you should be excited about diving into the details and staying close to the customer experience. People who thrive in this role will be curious, analytical, flexible, adaptable, dynamic, and collaborative!

What you’ll be doing:

• Work from our Scottsdale, AZ office

• Lead night operations (8pm - 7am, 4 days/week, subject to adjustment as the business need evolves)

• Lead a team of front-line Customer Success Specialists focused on driving outstanding customer experiences across all supported channels

• Inspire a commitment to quality that measurably engages the CS organization in our CS framework and inspires broad adoption 

• Work closely with CS leadership and cross-functional partners to ensure processes and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers

• Coordinate daily workflow within your team and adjust resources to meet service level agreements 

What you must have:

• 5+ years of experience leading a customer-facing team at a start-up or rapid growth company

• Demonstrable experience taking ambiguous, complex processes and creating simple, adaptable, and broadly adopted standards which drive quality and consistency 

• Passion for leading, with a strong desire and natural ability to motivate a team, and set and achieve targets 

• Comfortable pulling data from multiple sources, reading and analyzing data, conducting  analyses in Excel (to perform complex functions) or Google Sheets, and partnering with analytics partners for more complex analyses

• An owner mentality, always looking for opportunities to better your work product

• Ability to translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level

• Comfortability working with modern customer support and productivity tools (Salesforce, Google Workspace, etc)

Bonus Points!

• Previous experience in high-tech or transportation industry

• Passion for the AV industry

The salary range for this position is $119,900 - 176,200. 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:

• Competitive salary and benefits 
• 401(k) Cruise matching program 
• Medical / dental / vision, AD+D and Life
• One Medical membership
• Subsidized mental health benefits
• Flexible vacation and company paid holidays
• Healthy meals and snacks provided for non-remote employees
• Paid parental, jury duty, bereavement, family care, and medical leave
• Fertility Benefits
• Dependent Care Flexible Spending Account, subsidized by Cruise
• Flexible Spending Account 
• Monthly wellness stipend