General Manager - Global Rider Support Operations (Onsite)

About the role

We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. As we rapidly expand our commercial ride-hailing service, delivering a flawless, safe, and intuitive experience for every rider is mission-critical. The General Manager of Global Operations will serve as the senior site leader and strategic architect for our customer service network.

Responsibilities

• Set the long-term vision and define the multi-year strategic roadmap for the customer service network
• Contribute to broader operations and commercial strategy as a member of the senior leadership team
• Drive organizational transformation and architect the operating model, organizational design, and capability roadmap
• Champion innovation and identify emerging capabilities to redefine rider support
• Represent Rider Support in executive and board-level forums and translate operational performance into clear business narratives
• Lead initiatives to recover at-risk riders, grow rider lifetime value, and maximize trip completion rates
• Act as the ultimate advocate for riders across the company and convert support insights into influence over app design, vehicle features, pricing, and routing logic
• Ensure every interaction reinforces confidence, directly supporting brand equity and adoption in new and existing markets
• Architect an efficient footprint and build a scalable operating model to lower cost per contact without compromising quality or safety
• Own capacity and workforce strategy and direct capacity planning and workforce management to ensure SLA adherence
• Institutionalize continuous improvement and embed Lean/Six Sigma discipline and data-driven problem solving
• Lead at scale and manage a large, distributed workforce of support specialists, team leads, and operations managers
• Build the bench and develop leadership pipelines, succession plans, and continuous skill development
• Set the culture and foster a culture of accountability, empathy, safety, and high performance
• Partner across the business and build tight, trusted relationships with Product, Engineering, Legal, Safety, and Market Operations
• Govern strategic vendors and own BPO partner relationships end to end
• Lead through crisis and escalation management and act as the senior escalation point for high-profile rider incidents

Requirements

• 5+ years of senior leadership experience in customer support, scaled operations, or trust & safety, preferably within mobility, ride-hailing, or high-growth technology
• Demonstrated success setting and executing multi-year strategy for a large function or business unit, ideally with P&L or significant budget ownership
• Proven track record managing large, distributed teams (500+ headcount) and overseeing multi-million-dollar BPO contracts
• Deep fluency in workforce management (WFM) dynamics, support-Center economics, and using data to diagnose and resolve operational bottlenecks
• History of applying Lean/Six Sigma principles or driving technical integrations to streamline operations at scale
• Track record of partnering with and influencing Product, Engineering, and executive stakeholders
• Calm, decisive, and authoritative in high-stakes and crisis-management scenarios
• Willing to travel to other sites on an as-needed basis, with up to 20% travel required

Qualifications

• Autonomous Vehicle (AV) industry experience will be a strong advantage — familiarity with the operational, safety, and rider-trust dynamics unique to autonomous mobility
• Rapid-scale expansion experience scaling a support or operations organization through fast geographic or market growth
• Regulated environments exposure to safety-critical or highly regulated operating contexts
• Advanced degree (MBA or equivalent) or comparable strategic-leadership experience

Skills

• Visionary thinking and ability to set a compelling long-term direction
• Executive presence and influence, with the ability to command credibility with senior stakeholders
• Business and commercial acumen, with an understanding of the levers of growth, retention, and unit economics
• Change leadership and ability to lead through ambiguity and rapid growth
• Decisiveness under pressure and ability to make sound, high-stakes decisions with incomplete information
• Talent multiplier and ability to attract, develop, and retain exceptional leaders
• Systems thinking and ability to connect rider experience, fleet operations, product, and cost into one coherent strategy