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 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. The Incubation team is the first to experience and test new tools, processes, and technology. As Sr. Incubation Lead you will help to define processes for our entire CS team. You'll work directly with cross-functional and vendor partners to conduct thorough process reviews and testing before we roll changes out to the broader organization. Additionally, you’ll help to build and test our processes, identify gaps, and lead the charge to make improvements. You will help us define the standards for new workstreams, codify the operational needs, and streamline the processes to ensure they’re ready for flawless execution by our frontline teams.

What you'll be doing:

• Work from our Scottsdale, AZ offices (potentially including weekends, and holidays)
• Analyze the impact of new product and service rollouts through the lens of the customer experience and provide input to partners
• Work with vendor partner team members to support needs of front-line staff during new product rollouts, market launches, etc. to ensure smooth transition of new workflows
• Conduct regular process reviews, identify improvement opportunities and lead the projects to bring those improvements to life
• Translate customer and user needs and feature requests into recommendations for our product teams
• Create succinct, but thorough process documents with a editorial eye
• Be a subject matter expert (SME): You will develop and maintain deep knowledge about our customers’ experiences, identify trending issues and support continuous improvement of our processes and operating standards
• Model our lived behaviors to encourage others to do the same in their daily work

What you must have:

• 4+ years of Support Operations experience required, preferably in a global or rapid-growth organization
• Understanding and experience working with continuous improvement methodologies (lean, six sigma, etc)
• Passion for identifying and articulating nuanced (at times technical) problems in plain writing
• An ownership mentality, you do what it takes and are always looking for opportunities to better your work product
• Exceptional written communication skills, ability to convey clear messages to a wide variety of users across modalities
• Demonstrated ability to self-organize and prioritize work in an fast-paced, ambiguous environment
• Comfortability working with modern customer support and productivity tools (Sprout Social, Slack, Salesforce, Google Workspace, Confluence, etc)

Bonus points!

• Previous experience in high-tech or transportation industry
• Passion for the AV industry
• Experience working on a distributed team
• Formal training or certification in continuous improvement methodologies (six sigma, etc.)
• Experience directly leading a function or a team

The salary range for this position is $100,900 - $108,000. 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:

• 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 parenta