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.

What You'll Do

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

Basic Qualifications

• 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.
• 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.

Preferred Qualifications

• For Los Angeles, CA-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.
• For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
• All full-time employees are eligible to participate in a 401(k) plan.
• You will also be eligible for various benefits.