Senior Technical Program Manager - Service Metrics

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Zoox is seeking a highly skilled and motivated Technical Program Manager to lead service metrics. The Service Metrics Lead will be responsible for managing and optimizing the metrics used to evaluate our driving and service performance. This role is equally focused on analyzing data, communicating insights, and taking action. As the Service Metrics Lead, you will manage and optimize the metrics used to evaluate our driving and service performance. You will be responsible for the end-to-end management of data and metrics, including collection, analysis, and presentation. Your role will involve deriving actionable insights, collaborating with cross-functional teams, and driving continuous improvement in our metrics pipeline and processes. The ideal candidate will excel in both data-driven analysis and effective communication, ensuring that insights translate into impactful decisions and actions.

In this role, you will:

  • Oversee the day-to-day review of service metrics and driving performance data.
  • Analyze data to identify trends, patterns, and areas for improvement.
  • Work closely with engineering, safety, policy, and operations teams to interpret data and provide actionable insights
  • Present high-level updates and findings in various forums throughout the week.
  • Escalate critical issues and make informed decisions regarding service adjustments as needed, taking into account corporate timelines and checkpoints 
  • Demonstrated ability to work across varying levels of detail as needed, from hands-on tasks such as event triaging to strategic oversight and collaboration with senior leaders to drive informed decision-making 
  • Manage issue burndown and work with engineering teams to determine improvement opportunities 
  • Oversee the end-to-end pipeline required to produce and report on service metrics.
  • Ensure the accuracy, reliability, and timeliness of data collection and reporting processes.
  • Collaborate with engineering teams to enhance and mature the metrics pipeline and processes over time.
  • Enable a feedback loop with the estimation metric owners to improve estimation methodologies for upcoming milestones

    • Qualifications

  • Bachelor’s degree in Data Science, Statistics, Engineering, Business, or a related field. Advanced degrees or relevant certifications are a plus.
  • 5+ years of proven experience in data analysis, metrics management, engineering, consulting, or program management 
  • Strong analytical skills with the ability to translate complex data into actionable insights.
  • Proficiency in BI tools such as Looker, Tableau, PowerBI
  • Demonstrated ability to work effectively in a cross-functional team environment.
  • Strong problem-solving skills and a proactive approach to identifying and addressing issues.

    • Bonus Qualifications

  • Experience building out a product, program, or large-scale process from 0 to 1 
  • Familiarity with software, hardware, and/or automotive 
    • Compensation
    There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. The salary range for this position is $197,000 to $248,000. A sign-on bonus may be offered as part of the compensation package. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.
     
    Zoox also offers a comprehensive package of benefits including paid time off (e.g. sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.
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