Program Manager, Fleet Readiness & Response

In this role, you will:

• Lead the dispatch team: Manage, coach, and develop a team of Readiness and Response Dispatchers providing 24-hour coverage across all markets — including hiring, shift structure, scheduling, on-call rotation, and performance management.
• Own Response program execution: Drive the four pillars of the program — vehicle recovery, rider recovery, incident response, and dispatch and oversight — across San Francisco, Foster City, Las Vegas, Austin, Miami, Los Angeles, and Atlanta, and stand the program up in each new market we launch.
• Run the recovery vendor network: Hold third-party tow and rider recovery partners to their service levels through scorecards, escalation, and capacity planning, partnering with Logistics on contracts and Finance on cost per recovery.
• Own the metrics: Define, instrument, and report the Response metric set — time to dispatch, dispatch to cleared scene, dispatch cancellation rate, recovery SLA attainment, recovery damage events, and cost per recovery — and use it to drive decisions rather than describe them.
• Standardize the work: Support authoring and maintaining the workflows, escalation matrices, and management-of-change process that keep Response consistent across markets — build once, deploy everywhere.
• Close the loop on incidents: Run post-incident retrospectives to a real standard — containment, solution, preventive action — and make sure the assigned actions actually land.
• Partner across the stack: Work with Mission Control, GSOC, the Fusion Center, Safety, Product, and market leadership to remove the friction that shows up between the dispatch decision and the cleared scene.
• Communicate up and out: Deliver the weekly Response update to leadership and represent the program in business reviews — TL;DR first, data-backed, no surprises.

Qualifications

• 5+ years of program or project management experience in live operations — field operations, logistics, transportation, emergency services, or fleet.
• Bachelor's degree in business management, operations, or a similar field discipline
• Direct people leadership experience: hiring, coaching, and managing a team through a 24/7 shift-based schedule.
• Demonstrated experience running real-time dispatch, command center, or incident response operations, including remaining decisive under pressure and interfacing with external parties during live events.
• Proven track record of building operational processes from scratch and driving adoption across multiple sites or markets.
• Experience managing third-party vendors to measurable performance standards — service levels, scorecards, escalation, and capacity coverage.
• Fluency with operational data: able to define a metric, source it from a dashboard, and defend the conclusion. Experience with Looker, Databricks, Jira, or equivalent tooling.
• Excellent written communication — able to compress a messy operating week into a briefing an executive reads in ninety seconds.
• Willingness to travel to markets (20% – 25%) and to be reachable for major incidents outside of standard hours.

Bonus Qualifications

• Experience in autonomous vehicles, robotics, or another safety-critical operating environment.
• Formal incident management training (ICS / NIMS) or a public safety, EMS, or emergency dispatch background.
• Experience standing up operations in new geographies or supporting new market launches.
• Experience with workforce planning or labor modeling for shift-based teams.