Product Manager, Customer Service

| San Francisco, CA | Hybrid
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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.

The product team leads product management for external-facing user experiences and business line experimentations, including ride hailing and delivery services. We are looking for a Product Manager to lead the vision, strategy, and roadmap for an impactful subset of customer service products, in partnership with our cross-functional team of designers and engineers. This Product Manager’s work will inform improvements to tooling that will be used by large-scale, 24/7 operating teams, and the customer experiences this product manager creates will help launch a new customer service model for users of autonomous vehicles.

What you’ll be doing:
  • Set the vision for your product area leveraging your deep understanding of user needs, knowledge of the industry, and out-of-the-box thinking.
  • Translate that vision into a strategy and roadmap that lays out priorities at a project-by-project level. Ensure that partner teams understand and align behind what we are doing and why.
  • Work closely with partner teams, including design and engineering, to bring the product to life. Establish success metrics and counter metrics and write detailed requirements and feature documentation for projects within your roadmap.
  • Define, track, and celebrate success within your product area. Represent and evangelize your product(s) internally and help Cruise learn from them.
  • Collaborate with Business, Engineering, Design, Program Management, and Operations teams to ensure product vision, strategies, and roadmaps bring to market products that solve user needs and meet business objectives 

What you must have:

  • Bachelor’s degree in a relevant field
  • Proven track record of managing all aspects of a successful consumer-facing and/or support operations-facing product throughout its lifecycle, including experience managing both front end UX and backend services
  • Experience launching new products
  • Relentless focus on understanding, prioritizing, and solving user needs
  • Ability to use quantitative and qualitative feedback to form insights that drive actions
  • Ability to remain flexible and thrive in ambiguity
  • Ability to identify and act on process improvements to enhance efficiency
  • Ability to collaborate and communicate efficiently across teams 
Bonus Points!
  • Successful experience as product manager for hybrid hardware-software products and/or launching new products
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
    • Flexible vacation and company paid holidays
    • Healthy meals and snacks provided for non-remote employees
    • Paid parental 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
  • 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, SoftBank, & T. Rowe Price, 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.

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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Technology we use

  • Engineering
  • People Operations
    • JavaLanguages
    • MatlabLanguages
    • PythonLanguages
    • SqlLanguages
    • C Languages
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration

What are Cruise Perks + Benefits

Cruise Benefits Overview

A job at Cruise is meaningful. Your work on all-electric, self-driving vehicles will save lives, help the planet, and make cities better. It’s something to be proud of. It’s career-defining work. When you’re building something that’s never been done before, it’s important to feel safe — safe to experiment, safe to fail, safe to share, and safe to express yourself. At Cruise, we’re committed to the safety, inclusivity, and professional development of our employees from the recruiting process through retirement — and every professional milestone along the way. In addition to professional development perks, Cruise offers a range of robust medical, family and wellness benefits that ensure you and your family feel supported, safe, and healthy—whether working onsite or working from home.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Cruise Community Groups include: AAPI, Chai-paani, Cruisers of the African Diaspora, Empowering Women of Cruise, Families at Cruise, Latinx, LGBTQruise, Middle Easterners @ Cruise, and Veterans.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
We’ve developed a unique Recurring Liquidity Opportunity that gives Cruisers the potential upside of a private company and the liquidity of a public company.
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Recreational clubs
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available

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