Senior Manager of Customer Support (Customer Experience & Support Operations)

About this role

• Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all
• We’re searching for a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team on the front line of every customer interaction
• Reporting to the Head of Support, you’ll build, hire, and lead the largest team in the support organization. You will own how Aurora delivers a fast, high-quality, customer-first support experience at scale to our B2B customers (carriers, fleets) who depend on driverless freight running reliably
• Build and develop a customer-obsessed team culture. Hire and lead the frontline customer support team (Tier 1), including team leads and/or managers, scaling capacity and capability as Aurora expands commercial driverless operations
• Define and steward Aurora’s customer-centricity standards: tone of voice, case management practices, the omnichannel experience, and CRM setup and ongoing evolution
• Own the operating plan for frontline support: headcount, capacity, and budget. Align resourcing and priorities with Support leadership as the organization scales
• Manage the team to deliver excellent customer support across channels (phone, email, chat), consistently meeting experience, quality, and efficiency targets at scale (CSAT, response and resolution SLAs, first-contact resolution, handle time)
• Establish the workforce planning, quality assurance, coaching, and enablement mechanisms needed to deliver consistent, high-quality support as volume grows
• Use data to run the operation: define and monitor operational KPIs, drive your own analyses, and partner with analytics teams to forecast demand and inform staffing and process decisions
• Help design and continuously improve self-service and AI-assisted support, including guardrails, validation, and ongoing evaluation of auto...