In this role, you will:
- Own the issue management process and tool end-to-end and across all engineering disciplines.
- Develop metrics to monitor the health of the issue management process (creation and resolution rates, time to resolution, etc.)
- Work with the business to define SLAs and put the mechanisms in place to monitor and report performance against SLAs.
- Lead data analysis campaigns and gather and review user feedback in order to identify process and tool improvements, and lead their implementation.
- Leverage AI technologies in order to increase the efficiency and effectiveness of the issue management process and tool
- Drive issue management efforts to resolution, coordinating cross-functional teams to diagnose root causes, implement solutions, and develop preventive measures to minimize future occurrences
- Propose key decisions working cross-functionally across engineering, operations, finance, and strategy and other teams to reach the right conclusions
- Interface with stakeholders and leadership and exercise judgment and discretion to develop solutions to remove obstacles and redefine approaches.
Requirements
- BS or MS degree in an engineering discipline or equivalent experience
- 8+ years of experience in engineering, systems engineering, program management, or management consulting with a focus on process rollouts and product launches
- Success in driving complex SW/HW integration processes and optimizations, and leading complex cross-functional organizational changes end to end
- Understanding of hardware and software development lifecycles, in particular testing, integration and release phases
- Experience setting up and overseeing issue triage and escalation processes at scale, proficiency in issue management tools and processes required to support complex products ( Jira or equivalent)
- Excellent written, presentation and verbal communication skills are a must, as well as the ability to create clear and concise metric dashboards
- Proven ability to partner with and influence stakeholders across a large organization in order to effect change at scale
Bonus Requirements
- Project/Program management certifications (PMP or equivalent) or other relevant certifications (Configuration Management II, Lean/Six Sigma Black Belt, etc…)
- Experience with autonomous vehicles, test platforms, simulation, and/or automotive or aerospace processes is highly desired
- Experience with developing and scaling strategy, processes, plans, procedures, reporting and handling escalations
- Strong references that highlight your ability to build strong working relationships with senior leaders, program managers, and engineers across functions and departments
- Experience using AI tools to improve process efficiency
Top Skills
What We Do
Zoox is an autonomous mobility company that was founded to provide a safer, cleaner, and more enjoyable future on the road. To achieve that goal, the company has spent the past 10 years creating a purpose-built robotaxi that gives the world a better way to ride.
Why Work With Us
At Zoox, we are working to solve one of the greatest technological challenges of our generation.
From the beginning, we have been focused on our goal of reimagining transportation from the ground up. We are a mission-driven community of innovators working together to create a safer, cleaner, and more enjoyable future on the road.
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