Uber

Senior Program Manager, Service Operations, AV Fleets

Uber$162K — $180K *
Transportation
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 6+ years in Program Management or Operations (Service Ops, Fleet Ops, Tech Ops, or Supply Chain)
  • Demonstrated ability to scale operational programs with multiple partners
  • Proficient in strategic requirements for tooling, data, and processes
  • Strong analytical skills to spot failure patterns and ensure partner accountability
  • Preferred experience with fleet maintenance systems and connected device operations
  • Familiar with contract operationalization and service-level metrics
  • Global operational management experience across various markets

Responsibilities

  • Define the end-to-end service lifecycle for operational systems
  • Establish governance with defined RACIs and SLAs for new releases
  • Standardize SOPs for managing high-frequency and high-severity workflows
  • Lead the configuration and global rollout of service management tools
  • Ensure data integrity and access for technicians
  • Develop a warranty operating model for AV components
  • Define stocking strategies to ensure optimal vehicle uptime
  • Collaborate on training and onboarding for new fleet partners

Benefits

  • Eligibility for a bonus program and potential equity awards
  • Participation in a 401(k) plan
  • Access to various employee benefits
Full Job Description
Job Description

About the Role

As the Autonomous Vehicle 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 "Vehicle 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 vehicle 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).
    Scaling Expertise: Proven track record of standing up and scaling operational programs involving multiple external partners/vendors.
  • Strategic Rigor: 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
  • Industry Tools: Experience with fleet maintenance/Work Order systems and inspection tooling
  • Connected Device Ops: Familiarity with OTA (Over-the-Air) release management, gating, and incident response for connected vehicles.
  • Contractual Acumen: Experience operationalizing partner contracts, specifically defining and enforcing service-level metrics.
  • Global Perspective: Experience managing operations across multiple geographic markets or regulatory environments.
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Responsibilities

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.

About Uber

Uber Entertainment, Inc. is a privately held video game development company headquartered in beautiful downtown Kirkland, WA. Uber is currently developing Planetary Annihilation, a next generation real time strategy game of epic proportions.

Uber Careers

There has never been a better time to join our global team of Uber professionals—pioneers in the world of transportation and technology. Work you’ll do Join Uber’s industry-leading team to help drive forward the future of mobility and logistics for some of the world’s most dynamic cities and populations. Transform the way the world moves with the brightest minds at Uber, where innovation meets functionality to create solutions for everyday challenges. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and user-centric design. Work with a global team of business and technology advisors to help clients and cities navigate their paths towards more efficient and sustainable urban transport solutions. Collaborate with a diverse group of Uber experts worldwide – a team dedicated to rethinking and improving the way the world moves. Introducing the Uber Innovation Hub We are building a market-leading team to pioneer advancements in transportation and logistics, ensuring Uber remains at the forefront of mobility solutions. Do innovative work Join a group of exceptional professionals where your skills in technology, leadership, and creativity can flourish. At Uber, innovation isn’t just a buzzword—it's the core of everything we do. Deliver targeted solutions through a depth and breadth of expertise and innovation that’s second to none, enhancing how cities, companies, and communities connect. Be part of a great team Engage with a wide-ranging technology stack and harness the unparalleled capabilities, global scale, and collective problem-solving skills of our diverse team. Future-proof your career Advance your career with Uber’s commitment to professional growth, offering extensive training, development, and certification support. Go as far as your ambition takes you with limitless job opportunities in a company that’s reshaping the world’s approach to transportation. Explore Uber’s approach to predictive maintenance ensures our fleet remains ready and efficient, reducing downtime and improving service reliability. Our end-to-end mobility solutions are transforming the way cities think about transportation, making Uber a key player in the future of urban mobility. The Uber Leadership and Innovation Alliance Our combined service capabilities, global scale, and joint solution development help overcome challenges and lead transformation in the transportation industry. Clients and cities around the globe look to Uber for new strategies and solutions to drive growth and innovation in the digital era. Stay connected Join Our Team Search open positions that match your skills and interest. We look for passionate, curious, creative, and solution-driven team players ready to redefine the world of mobility. SEARCH UBER JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who drive at Uber. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Uber.
Learn more about Uber
Size
29,300 employees
Market Cap
$48.6 billion
Industry
Net Income
-$6.7 billion
Founded
2009
5 Year Trend
+35.3%
Revenue
$11.1 billion
NASDAQ

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