Senior Program Manager, Service Operations, AV Fleets

About The Role

As the Autonomous Vehicle Service Operations Program Manager, you will be the primary architect of the operational systems that keep Uber's autonomous vehicle (AV) fleets moving. You aren't just managing a steady state; you are building the "Vehicle Service Engine" from the ground up. You will define how we intake, triage, and repair the world's most advanced vehicle technology across a global network of AV partners and fleet operators. Our ideal candidate is a technical operator-someone who can pivot from high-level strategy (defining a global operating model) to granular execution (ensuring a technician captures the right photo for a vehicle warranty claim). You are a builder who thrives in the "gray space" of emerging technology, possessing the entrepreneurial spirit to scale processes and the professional rigor to hold partners accountable to world-class SLAs.

What You'll Do

• Service Operating Model & Governance: Define the E2E Service Lifecycle, including intake, triage, dispatch, repair execution, QA/closeout, billing, and reporting. Build the framework for success by defining RACIs, SLAs, escalation paths, and operational readiness gates for new releases. Standardize SOPs for high-frequency and high-severity workflows, such as vehicle grounding, safety holds, and tooling outages.
• Tooling & System Integration: Drive the configuration and global rollout of service management tools in collaboration with Uber's technical teams and third-party providers. Partner with Product and OEM teams to ingest service catalogs and work instructions, ensuring technicians have the right data at their fingertips.
• Warranty & Claim Management: Stand up a comprehensive warranty operating model across OEM and AV components. Ensure workflows capture critical data (DTCs, logs, failed-part traceability) to maximize warranty recovery. Build reporting to identify "warranty leakage" or repeat failure patterns, driving corrective actions with providers to reduce costs.
• Parts & Supply Chain Operations: Define stocking strategies, replenishment triggers, and min/max levels to ensure high vehicle uptime. Establish standards for serialized parts, lot tracking, and chain-of-custody. Partner with suppliers to improve fill rates, reduce backorders, and standardize nomenclature across disparate systems.
• Scaling & Partner Onboarding: Collaborate with Launch and Central Ops teams to lead training and onboarding for new fleet partners.

Basic Qualifications

• 6+ years of experience in Program Management or Operations (Service Ops, Fleet Ops, Tech Ops, or Supply Chain).
• Scaling Expertise: Proven track record of standing up and scaling operational programs involving multiple external partners/vendors.
• Strategic Rigor: Ability to drive requirements across tooling, data, and process while "holding the line" on global standards.
• Analytical Mindset: Comfortable using data to identify failure patterns and drive partner accountability.
• Industry Tools: Experience with fleet maintenance/Work Order systems and inspection tooling.

Preferred Qualifications

• Connected Device Ops: Familiarity with OTA (Over-the-Air) release management, gating, and incident response for connected vehicles.
• Contractual Acumen: Experience operationalizing partner contracts, specifically defining and enforcing service-level metrics.
• Global Perspective: Experience managing operations across multiple geographic markets or regulatory environments.

Pay

• Los Angeles, CA-based roles: USD $146,000 - $162,000 per year
• San Francisco, CA-based roles: USD $162,000 - $180,000 per year

Schedule

Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles require full-time in-office presence. Ask your Recruiter for details about this role's requirements.