About the Role
As the Service Operations Program Manager, you will be the primary architect of the operational systems that keep Uber's autonomous vehicle (AV) fleets moving. You aren't just managing a steady state; you are building the \"Service Engine\" from the ground up. You will define how we intake, triage, and repair the world's most advanced vehicle technology across a global network of AV partners and fleet operators.
Our ideal candidate is a technical operator-someone who can pivot from high-level strategy (defining a global operating model) to granular execution (ensuring a technician captures the right photo for a warranty claim). You are a builder who thrives in the \"gray space\" of emerging technology, possessing the entrepreneurial spirit to scale processes and the professional rigor to hold partners accountable to world-class SLAs.
What You'll Do
1. Service Operating Model & Governance
- Define the E2E Service Lifecycle: Establish the end-to-end service journey, including intake, triage, dispatch, repair execution, QA/closeout, billing, and reporting.
- Establish Governance: Build the framework for success by defining RACIs, SLAs, escalation paths, and operational readiness gates for new releases.
- Playbook Development: Standardize SOPs for high-frequency and high-severity workflows, such as vehicle grounding, safety holds, and tooling outages.
2. Tooling & System Integration
- Lead the Toolchain: Drive the configuration and global rollout of service management tools in collaboration with Uber's technical teams and third-party providers.
- Data Integrity: Partner with Product and OEM teams to ingest service catalogs and work instructions, ensuring technicians have the right data at their fingertips.
3. Warranty & Claim Management
- Warranty Strategy: Stand up a comprehensive warranty operating model across OEM and AV components.
- Recoverability: Ensure workflows capture critical data (DTCs, logs, failed-part traceability) to maximize warranty recovery.
- Audit & Optimization: Build reporting to identify \"warranty leakage\" or repeat failure patterns, driving corrective actions with providers to reduce costs.
4. Parts & Supply Chain Operations
- Operating Model: Define stocking strategies, replenishment triggers, and min/max levels to ensure high vehicle uptime.
- Traceability & Compliance: Establish standards for serialized parts, lot tracking, and chain-of-custody.
- Vendor Management: Partner with suppliers to improve fill rates, reduce backorders, and standardize nomenclature across disparate systems.
5. Scaling & Partner Onboarding
- Partner Readiness: Collaborate with Launch and Central Ops teams to lead training and onboarding for new fleet partners.
Basic Qualifications
- 6+ years of experience in Program Management or Operations (Service Ops, Fleet Ops, Tech Ops, or Supply Chain).
- Proven track record of standing up and scaling operational programs involving multiple external partners/vendors.
- Ability to drive requirements across tooling, data, and process while \"holding the line\" on global standards.
- Analytical Mindset: Comfortable using data to identify failure patterns and drive partner accountability.
Preferred Qualifications
- Experience with fleet maintenance/Work Order systems and inspection tooling
- Familiarity with OTA (Over-the-Air) release management, gating, and incident response for connected vehicles.
- Experience operationalizing partner contracts, specifically defining and enforcing service-level metrics.
- Experience managing operations across multiple geographic markets or regulatory environments.
For Los Angeles, CA-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link [https://jobs.uber.com/en/benefits](https://jobs.uber.com/en/benefits).
