SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Aurora is building self-driving technology for freight logistics. This Senior Manager role leads the Customer Experience & Support Operations team, reporting to the Head of Support. You will build and scale the frontline customer support organization (Tier 1) serving B2B customers including carriers and fleets who depend on Aurora's driverless freight operations.
Key responsibilities include:
- Hiring, developing, and leading the frontline support team (Tier 1), including team leads and managers, scaling as Aurora expands commercial operations
- Defining and stewarding customer-centricity standards: tone of voice, case management, omnichannel experience, and CRM setup
- Owning the operating plan for frontline support: headcount, capacity, and budget alignment with leadership
- Managing the team to deliver excellent support across phone, email, and chat channels, meeting CSAT, SLA, first-contact resolution, and handle-time targets
- Establishing workforce planning, quality assurance, coaching, and enablement mechanisms for consistent high-quality support at scale
- Using data to run operations: defining and monitoring KPIs, conducting analyses, and partnering with analytics teams on demand forecasting and staffing decisions
- Designing and improving self-service and AI-assisted support with appropriate guardrails and validation
- Partnering with Tier 2 team on escalation accuracy and knowledge transfer
- Collaborating with Voice of the Customer team to surface and address recurring pain points
- Presenting progress and performance metrics to senior leadership, surfacing risks and advising on organizational design
Required: 8+ years in customer support or contact center operations with 4+ years leading teams (ideally managing managers). Proven experience building and scaling frontline support in high-growth environments. Deep fluency in support metrics (CSAT, SLAs, first-contact resolution, handle time) and CRM platforms like Salesforce. Hands-on experience with self-service and AI-assisted support deployment. Data-savvy with ability to define KPIs and partner with analytics teams. Excellent communication and cross-functional stakeholder management. Comfortable working through ambiguity in fast-paced environments. Flexibility for occasional night/weekend/holiday availability and willingness to travel for on-site operations work.
