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Aurora is building the Aurora Driver, a self-driving technology platform designed to transform mobility and logistics. This role leads the Voice of the Customer (VoC) program, serving as the connective tissue between Support, Product, Engineering, Safety, and cross-functional teams.
You will build and operate a closed-loop VoC system that captures, analyzes, and acts on customer feedback from support interactions. Initially, you'll operate as an individual contributor, then hire and lead a small, high-leverage team as the program scales. Your mandate is to translate customer pain points into prioritized, actionable insights that drive product, engineering, and operational improvements.
Key responsibilities include: designing and implementing processes to identify root causes of customer support contacts; partnering with analytics teams to deliver data-driven insights; presenting customer pain points to senior leadership with compelling storytelling; advocating cross-functionally for addressing critical issues; maintaining intent and root cause taxonomies; and building shared OKRs with partners to track impact. You'll work closely with Tier 1 and Tier 2 support teams to ensure the VoC process, tooling, and outcomes continuously improve.
This is a primarily office-based role with periodic travel to Aurora's offices to meet stakeholders. You'll need 8+ years in customer support, CX, customer insights, or support analytics, with at least 4+ years owning a VoC or customer-feedback program end-to-end. You must demonstrate the ability to turn qualitative and quantitative signals into actionable insights that influence decisions and reduce contact rates. High proficiency with data analysis, verbatim/thematic analysis, taxonomy design, and AI customer insights tools is required. Excellent storytelling, executive communication, and cross-functional influence skills are essential. Experience building and leading teams in ambiguous, fast-paced environments is a must.
