Program Manager

Responsibilities

• Lead the end-to-end operational program for the integration, coordinating work across SOP development, tooling, support workflows, rider experience, and dispatch logic.
• Serve as the main point of contact for external program coordination, helping align milestones, close action items, and drive decisions across teams.
• Own weekly integration meetings, maintain action logs, and keep stakeholders accountable to timelines and deliverables.
• Build and maintain operational procedures for issue handling, support routing, and fault response specific to the partnership.
• Define how existing rider support processes apply to partner riders, including escalation paths and resolution options.
• Develop workflows for adding and removing vehicles from service in coordination with operations and engineering partners.
• Partner with Rider Operations, Mission Control, TeleOps, Fleet Response, Engineering, and Product to identify gaps and drive solutions.
• Support technical discovery related to support APIs and translate operational needs into clear product and engineering requests.
• Cook up workflows for automation teams to align contact workflows with partner ride scenarios.
• Track risks, blockers, and dependencies, escalating issues when needed to keep the launch on track.
• Define readiness criteria for launch and monitor progress against operational requirements.
• Plan and support tabletop exercises, dry runs, and post-launch review cadences to improve quality and compliance.
• Monitor day-to-day execution and help ensure service levels are consistently met.

Requirements

• 6+ years of experience in program management, operations, or a related field.
• Demonstrated experience leading cross-functional initiatives from planning through launch.
• Strong ability to write, refine, and operationalize SOPs in customer-facing environments.
• Experience managing external partnerships, vendors, or third-party program relationships.
• Excellent communication and facilitation skills with the ability to work across technical and operational teams.
• Strong organizational habits, including action tracking, milestone management, and stakeholder follow-up.
• Comfort working in ambiguous, fast-moving environments and helping create clarity from uncertainty.
• Able to identify risks early and communicate updates clearly to diverse stakeholders.

Preferred Skills

• Experience in rideshare, transportation, or autonomous vehicle operations.
• Familiarity with support escalation processes and async contact workflows at scale.
• Experience using Jira, Smartsheet, or similar project tracking tools.
• Prior experience coordinating between operations teams and external platform partners.
• Exposure to launch readiness planning, incident response processes, or post-launch review programs.