Senior Manager Customer Operations

The Senior Manager, Customer Operations at May Mobility oversees a team of Site Managers to ensure safe, efficient, and high-quality autonomous vehicle deployment, focusing on operational excellence, safety, and customer experience.

Location: Ann Arbor, Michigan

Salary: $105,000—$156,500 USD

Responsibilities

• Ensure operations follow safety guidelines and develop a safety culture.
• Design and implement scalable operational frameworks and performance reporting.
• Mentor and develop emerging leaders and foster a high-performance, inclusive work environment.
• Meet financial goals and manage budgets across sites.
• Ensure exceptional service for customers and passengers.
• Escalate technical and operational issues and advocate for safety.
• Maintain knowledge of products and influence operational strategies.
• Create and oversee documented processes for all sites.
• Drive performance while maintaining safety and user experience.
• Lead cross-functional initiatives to optimize operations and ensure consistency.
• Serve as communication link between site staff and stakeholders.
• Develop operational forecasting models for resource allocation and planning.
• Drive team alignment and share best practices across teams.

Requirements

• Excellent written and verbal communication skills.
• Ability to manage remote teams and travel as needed.
• Ability to build relationships across technical and non-technical audiences.
• Results-driven with ability to align teams to performance goals.
• Experience working with all organizational levels.
• Experience in strategic planning and execution in a high-growth environment.
• Flexibility to adapt processes and lead change management.
• Ability to create and govern standardized global processes.
• Strong decision-making skills with risk mitigation.

Benefits

• Comprehensive healthcare including medical, dental, vision, life, and disability.
• Health Savings and Flexible Spending Accounts.
• Retirement benefits with employer match.
• Paid parental leave and phased return to work.
• Flexible vacation policy and paid holidays.
• Wellness resources.

Additional Information

• Candidates with diverse backgrounds are encouraged to apply.
• May Mobility is an equal opportunity employer.
• Voluntary disclosure of demographic information is available.
• Accommodation requests should be communicated.