Senior Technical Program Manager, Issue Management

The Program Management Office (PMO) at Zoox is responsible for driving cross-functional program planning and execution at the highest level. We partner with leaders from across the company in vehicle development, system design, software engineering, manufacturing, fleet operations, and business functions to develop and deliver major corporate milestones on the path to launch and beyond. 

Our program managers contribute to the end-to-end success of technical, integrated product milestones involving both of our vehicle platforms - the Toyota Highlander test fleet and Zoox’s purpose-built robotaxi. PMO has teams focusing on AI & Autonomy, Robot Platform Development, Testing & Performance, and Service/Product readiness. All roles are deeply cross-functional, collaborative, and interdisciplinary. 

The Senior Program Manager, Issue Management in PMO will work closely with the PMO leadership team and cross-functional partners to manage and improve Zoox’s internal product issue reporting and resolution process. The person in the role will be accountable for the overall performance of the issue management process, lead process and tool improvement initiatives, and monitor issue creation and resolution rates in order to detect and address bottlenecks. This role has high visibility within the senior executive team at Zoox. 

• Own the issue management process and tool end-to-end and across all engineering disciplines.
• Develop metrics to monitor the health of the issue management process (creation and resolution rates, time to resolution, etc.)
• Work with the business to define SLAs and put the mechanisms in place to monitor and report performance against SLAs.
• Lead data analysis campaigns and gather and review user feedback in order to identify process and tool improvements, and lead their implementation.
• Leverage AI technologies in order to increase the efficiency and effectiveness of the issue management process and tool
• Drive issue management efforts to resolution, coordinating cross-functional teams to diagnose root causes, implement solutions, and develop preventive measures to minimize future occurrences
• Propose key decisions working cross-functionally across engineering, operations, finance, and strategy and other teams to reach the right conclusions 
• Interface with stakeholders and leadership and exercise judgment and discretion to develop solutions to remove obstacles and redefine approaches.

• BS or MS degree in an engineering discipline or equivalent experience
• 8+ years of experience in engineering, systems engineering, program management, or management consulting with a focus on process rollouts and product launches 
• Success in driving complex SW/HW integration processes and optimizations, and leading complex cross-functional organizational changes end to end
• Understanding of hardware and software development lifecycles, in particular testing, integration and release phases
• Experience setting up and overseeing issue triage and escalation processes at scale, proficiency in issue management tools and processes required to support complex products ( Jira or equivalent)
• Excellent written, presentation and verbal communication skills are a must, as well as the ability to create clear and concise metric dashboards
• Proven ability to partner with and influence stakeholders across a large organization in order to effect change at scale 

• Project/Program management certifications (PMP or equivalent) or other relevant certifications (Configuration Management II, Lean/Six Sigma Black Belt, etc…)
• Experience with autonomous vehicles, test platforms, simulation, and/or automotive or aerospace processes is highly desired
• Experience with developing and scaling strategy, processes, plans, procedures, reporting and handling escalations
• Strong references that highlight your ability to build strong working relationships with senior leaders, program managers, and engineers across functions and departments
• Experience using AI tools to improve process efficiency

About Zoox

Zoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics, machine learning, and design, Zoox aims to provide the next generation of mobility-as-a-service in urban environments. We’re looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.

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Accommodations

If you need an accommodation to participate in the application or interview process please reach out to [email protected] or your assigned recruiter.

A Final Note:

You do not need to match every listed expectation to apply for this position. Here at Zoox, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.