At the company, we're working towards a future where autonomous vehicles (AV) and human drivers collaborate seamlessly to enhance transportation's reliability, affordability, sustainability, and safety. As the Team Lead on the Autonomous Vehicle team, you will play a crucial role in providing the best support experience for AV users.
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The successful candidate will possess a combination of people management skills, problem-solving abilities, and the capacity to influence and collaborate with various cross-functional teams.
Key Responsibilities:
- Lead, coach, mentor, and motivate a team through sensitive cases in a dynamic environment while achieving operational key performance indicators (KPIs) and Service Level Agreements (SLAs).
- Utilize critical thinking, emotional intelligence, and creative problem-solving skills to assist employees in navigating cases and customer concerns.
- Collaborate closely with global Autonomous Vehicle Operations and local stakeholders to enhance handling excellence and serve as a local point of contact and subject matter expert.
- Ensure continuous improvement of AV processes and policies, leveraging customer and team insights to drive impactful change.
Requirements:
- Excellent knowledge of English and Arabic (written and spoken at C1 minimum).
- At least 1 year of people management experience.
- Experience in a retail, hospitality, or customer service environment (contact center experience preferred).
- Proven track record of advanced project management skills with the ability to scope, document, and execute complex cross-functional projects while maintaining clear communication and documentation.
- Exceptional communication skills, adaptable to various situations.
- Passion for assisting others and establishing operational processes.
- Strong troubleshooting abilities and capability to handle multiple issues concurrently.
Preferred Qualifications:
- Proven ability to build trust and transparency across teams while managing conflicting priorities.
- Experience using data and audit results to drive measurable performance improvements and identify training opportunities.
- High adaptability and a proactive attitude, thriving in a fast-paced and evolving environment.
- Strong systems thinking to simplify complex problems and improve operational efficiency.
Why Join Us?
This is an opportunity to contribute to a transformative future in mobility. If you are motivated by impact, energized by challenges, and ready to help redefine how the world moves, we want to hear from you.
Additional Information:
Offices are essential for collaboration and our culture. Unless approved for full remote work, employees must spend at least 50% of their time in the office. Some roles require a full-time in-office presence.
The company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to personal characteristics protected by law. If you require accommodations due to a disability or special need, please inform us.
