Team Lead - Roadside Assistance Specialist

About the Role

As a Team Lead, you will drive the performance of Roadside Assistance Specialists to ensure the best customer experience for our clients. You will act as a bridge between your team and other departments, managing day-to-day operations, coaching teammates, and ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This role involves training and developing your team, creating performance reports, managing issues (including HR-related ones), and serving as a liaison between management and your team.

Responsibilities

• Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis.
• Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager.
• Monitor and review Team Members' KPIs through data analysis of client dashboards.
• Serve as the point of contact for on-shift Roadside Assistance Specialists to assist in:
  • Safely recovering autonomous vehicles.
  • Towing of vehicles.
  • Liaising Roadside Assistance Specialists' needs across departments.
  • Shuttle services.
  • Break coverage.
• Provide the highest level of communication between cross departments.
• Act as a subject matter expert who provides continuous improvement ideas and solutions to in-field challenges.
• Set the standards and expectations of your team through your conduct, work ethic, integrity, and character.
• Ensure that all Team Members adhere to the company’s Code of Conduct.
• Support the learning and development of Roadside Assistance Specialists.

Roadside Assistance Specialist Overview

Roadside Assistance Specialists ensure the safe and effective transportation of passengers and fleet operations with minimal delays. They act as "rescue experts" responsible for troubleshooting and resolving vehicle mission errors and other obstacles.

• Maintain high standards of safety inside and outside the vehicle.
• Demonstrate situational awareness, understanding of technology, and adaptability to environmental changes.
• Communicate courteously with management, engineers, and the public as a technology deputy.
• Operate/drive in single or dual driving mode for 6-8 hours a day, five days a week, alone or with a co-driver.
• Respond quickly to changing and potentially high-pressure environments.
• Work individually or in small groups of 2-10 people.
• Monitor multiple software systems with constant focus.
• Provide concise, clear, and accurate verbal and written feedback regarding vehicle operations.
• Complete daily reports and document procedures and tests.
• Interact with the public and educate them on self-driving technology.
• Operate self-driving vehicles on defined and undefined routes under various environmental conditions.
• Operate onboard data recording computers.
• Comfortably ride as a passenger in a self-driving vehicle with limited driver control.
• Safely set up driverless vehicles.
• Safely operate a non-autonomous vehicle while monitoring driverless vehicle locations.
• Responsible for the safe recovery of autonomous vehicles, including:
  • Parking safely behind the driverless vehicle.
  • Setting up protection.
  • Disengaging the self-driving car.
  • Driving the car to a safe location.
• Apply safety procedures to any situation involving the rescue of a self-driving car.
• Exercise excellent customer service while assisting passengers to disembark, board the rescue vehicle, and drive them to their destination.
• Comply with the zero-tolerance policy regarding alcohol or drug use during shifts, including randomized drug testing.
• Remove stalled vehicles from surface streets and lanes of travel, and clear vehicles once stabilized.
• Coordinate with local law enforcement agencies as needed.
• Respond to emergency roadside assistance calls based on ETA and within SLAs.
• Drive safely to and from destinations, following all state, local laws, and DOT regulations.
• Focus on safety and compliance, including real-time reporting of accidents and incidents, monitoring road conditions, and adhering to traffic laws.
• Perform other duties as required.

Requirements

• At least 2 years of prior relevant people management experience.
• Strategic thinker with strong analytical and creative problem-solving skills.
• Experience providing constructive criticism and implementing corrective action plans.
• High-level understanding of customer confidentiality standards.
• Passion for the development of teammates.