Incident Expert at Cruise (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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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.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.

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, join us.

Please note, this role is open only to current contingent workers who have been a Remote Assistance Advisor and/or Incident Expert role at Cruise for more than 180 days. 

About the Role:

Cruise is looking for an empathetic, safety-obsessed Incident Expert to remotely handle collision response, law enforcement requests, potential vehicle issues, and all other non-nominal events for autonomous vehicles. This person will play a vital role in these high-stake tasks. This role is for people who are passionate about safety, customer experience, and interested in playing a vital role during critical moments of our Autonomous Vehicle rides.

What you’ll be doing:
  • Performing all standard Remote Assistance Responsibilities, including monitoring driverless AVs and assisting them with planning and perception
  • Interacting with passengers, law enforcement officers, OnStar representatives in the event of a collision or potential medical emergencies
  • Maneuvering the AV and changing AV settings in potential emergency situations and in response to customer or law enforcement requests
  • Escalating potential AV, software, and other safety issues to the appropriate teams, including dispatching Field Response agents as needed
  • Participate in simulations to include emergencies and medical emergencies
  • Providing R&D support for both immature tools and immature operations, which includes providing feedback on prototypes and testing and improving upon standard operations procedures
  • Performing additional ad hoc responsibilities in support of Remote Assistance operations
What you must have:
  • One year minimum of direct work experience in a customer-facing role via written and verbal modes of communication
  • Excellent communications skills in spoken and written English
  • Ability to type a minimum of 35 wpm
  • Ability to perform under pressure and keep others calm under stressful situations
  • Enthusiasm for continuously improving our processes, and comfort with the change that comes with supporting a completely new team with nascent products and processes
  • Successfully complete a background check, drug screen and DMV Motor Vehicle Record check. MVR screen includes being licensed to drive a motor vehicle in the U.S. for the three years immediately preceding your application, currently holding an active California or Arizona Basic Class C driver's license or license encompassing Class C vehicles, and having no more than one point on driving record
  • High attention to detail and strong execution skills
  • Comfortable and experienced with software technology, including Google Suite, Confluence, and CRM tools
  • Ability to work on-site at a Cruise-assigned office
  • Enthusiasm for driverless cars
Physical Demands:
  • Ability to focus on monitoring a vehicle via software tooling
  • Ability to sit or stand in a dimly lit control center for up to eight hours per shift
  • Ability to use keyboard, mouse and screen for up to eight hours per shift
  • General Vision: Requires the ability to perceive the nature of objects by the eye
  • Near Vision Acuity: Clarity of vision and ability to recognize features at 20 inches or less with or without corrective glasses/contact lenses.
  • Field of Vision: Ability to observe an area up or down, left or right while eyes are fixed on a given point
  • Depth Perception: Three-dimensional vision. Ability to judge distance and space relationships so as to see objects where and as they actually are.
  • Visual Accommodation: Ability to adjust focus
  • Color Vision: Ability to identify colors, including distinguishing red and green.
  • Speaking: Ability to give detailed spoken instructions to other workers accurately, loudly or quickly
  • Hearing: Ability to hear, understand and distinguish speech and other sounds (such as alarms and sirens) through in-person speech, earphones/headphones, and telephone
  • Able to view flashing lights on a screen without risk of seizure

The above physical demands describe the general nature of work being performed of the role, and are not intended to be an exhaustive list.


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
    • Pre-tax Commuter Benefit Plan for non-remote employees
    • CruiseFlex - a working policy for US-Based Cruisers that lets you and your manager find what working style is best for you, whether it’s primarily in-person, primarily at home or a combination of home and in-office time.
  • We’re Integrated
    • Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.
  • We’re Funded
    • GM, Honda, Microsoft, T. Rowe Price & Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.
  • We’re Independent
    • We have our own governance, board of directors, equity, and investors. Our independence allows us to not just work on the edge of technology, but also define it.
  • We’re Vested
    • You won’t just own your work here, you’ll have the potential to own equity in Cruise, too. We are competing in a market that is projected to grow exponentially, which gives our company valuation room to grow.
    • Recurring Liquidity Opportunity (RLO) - a unique equity program where employees, both current and former, have the option to sell any amount of their vested equity on a recurring basis, currently quarterly.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. 

We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email [email protected]

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.

Vaccine Mandate. 

At Cruise, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #StaySafe culture transcends and informs all we do, and because of this, as of October 31, 2021 Cruise will be mandating COVID-19 vaccinations for all US-based Cruisers who need or want to access any of our US Cruise facilities and engage in any business travel — including attending any in-person Company-sponsored event. 

If you are unable to get a vaccine due to a medical condition, disability, or a strongly-held religious belief, Cruise will consider requests for an accommodation.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.

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What are Cruise Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Company Outings
Stocked Kitchen

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