Autonomy Support Manager

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. 

Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 300,000 autonomy-enabled rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.

Manager, Autonomy Support - hybrid

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. 

Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 300,000 autonomy-enabled rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us!

Job Summary

May Mobility is entering an exciting phase of growth as we expand our first-of-its-kind autonomous shuttle and mobility services across the nation. We believe strongly in the need to demonstrate the safety of our Autonomous Vehicles, so that people can ride with confidence.  In many ways, this is an even more important goal for the AV industry than getting the vehicles to drive autonomously.  

In order to support our goals for safe operations and continued autonomy development, we are looking for a manager for the autonomy support team. The autonomy support team is responsible for keeping the operational sites running smoothly from basic troubleshooting with the site staff to looking at autonomy issues from the field. It is the team of autonomy support engineers and autonomy analysts that triage the field issues and bring them to the autonomy development team for resolution. 

For this role, Hybrid means that candidates would be expected to be able to come into the office in Ann Arbor as needed. The candidate would work remotely most of the time with reliable internet access and no limit on data upload/download quantity. 

Your Opportunity to Drive Success

You will focus on leading the Autonomy Support team and work hands-on with the team to achieve company goals; The work includes:

• Establish meaningful strategic, long-term business goals for the support team
• Determine and execute scaling of the support team as May Mobility scales its operations
• Onboarding and training of the Autonomy Support team members
• Mentoring and coaching of the Autonomy Support team members including setting OKR’s and tracking progress
• Track the autonomy support team’s KPI and OKRs and ensure metrics are adhered to
• Develop and maintain dashboards for tracking autonomy support including but limited to: cases reviewed by support team member, operational sites and testing sites
• Collaborate with internal cross functional teams such as engineering, opeations, and autonomy to implement a plan of successful support as well as troubleshooting high priority issues
• Maintain SLA for operational sites including coordinate schedules for continuous coverage of operational sites
• Meet with operations and autonomy regularly to inform operations on development activities as well as keeping autonomy updated on operational performance
• Tracking issue resolution to completion with the Field Response Manager to update the sites of software fixes in the field as well as keeping up to date Fleet tickets
• Collecting product feedback and channeling it to the Autonomy Team by way to the Field Response team to focus development on current field issues
• Ability to use the debugging tools the support team uses to help in triaging complex issues as well as filling in when support members are not available.

Required Qualifications:

• 2+ years experience in management of Customer Support, Customer Success, or technical support team
• Bachelor's Degree in a technical field
• Experience with problem solving in a customer service environment
• Experience working cross-functionally with Engineering, Sales, Marketing, Product, and external partners
• Proven track record of prioritizing competing priorities for operations and development
• Strong leadership skills and ability to to manage a team of 5+ people
• Ability to mentor technical team members to achieve their best as well as keep motivation high
• Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner
• Advanced knowledge of Jira and Jira reporting and dashboards
• Occasional nights and weekends on-call support for coverage gaps

Desirable Qualifications:

• Experience working with autonomous vehicles
• Familairy with a start-up environment and pace of business
• Experience analyzing, evaluating and transforming data from multiple sources
• BI Tool experience (e.g. AWS Quicksight, Tableau)
• Familiarity with Applied Intuition simulation software suite a plus (Simian, Logstream, Spectral, etc…)

Benefits and Perks

• Health benefits including vision and dental
• Unlimited paid vacation days and generous holidays
• Paid parental leave
• Meaningful stock options
• Daily catered lunches and snacks
• Flexible schedule around core business hours

Don’t meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. At May Mobility, we’re committed to building a diverse, inclusive, and authentic workforce, so if you’re excited about this role but your previous experience doesn’t align perfectly with every qualification, we encourage you to apply anyway! You may be the perfect candidate for this or another role at May.

Want to learn more about our culture & benefits? Check out our website!

May Mobility is an equal opportunity employer.  All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, genetics or any other legally protected basis.   Below, you have the opportunity to share your preferred gender pronouns, gender, ethnicity, and veteran status with May Mobility to help us identify areas of improvement in our hiring and recruitment processes. Completion of these questions is entirely voluntary.  Any information you choose to provide will be kept confidential, and will not impact the hiring decision in any way. If you believe that you will need any type of accommodation, please let us know.

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