Guardian Shift Supervisor

Nuro•Mountain View, CA

8h•$80,180 - $108,240•Onsite

About The Position

The Operations team is looking for a Shift Supervisor to build a best-in-class teleoperator team that successfully executes on our operational missions and meets Nuro's challenging goals. As a front-line manager embedded in Command Center Operations (CCO), you will be responsible for hiring and onboarding operators, actively managing their growth and performance, and leading continuous improvement processes and projects. You'll work closely with cross-functional stakeholders within operations and with other teams to ensure the team's work remains a valuable part of the company's metrics. Guardian Operations is Nuro's teleoperation platform enabling remote human operators to supervise and intervene in autonomous vehicle behavior via Indirect Control (IC) — supporting vehicles operating on public roads across Bay Area, Houston, LA, and LVMS.

Requirements

2+ years managing teams of 10+ operators with experience in hiring, performance managing, coaching, and/or mentoring
Understanding of US Labor laws, Employment laws, and Driving laws
Natural leader and strong problem solver who takes initiative to resolve issues independently
Comfortable synthesizing and reviewing data (Google Sheets, Data Studio, Looker) with exceptional interpersonal and communication skills
Ability to work in a fast-paced, dynamic environment with a willingness to help out where needed
Friendly, positive attitude with a willingness to learn and grow
Excited about robots and helping progress tools that support AI and robotics development
Ability to work a flexible schedule that meets business needs including nights, evenings, and weekends
Passion for product development and UX in a fast-paced environment
Ability to work cross-functionally with engineers and/or product teams to provide feedback for continuous improvement

Nice To Haves

4+ years managing large teams of operators (15+)
2+ years of experience in the AV or delivery services industry

Responsibilities

Run the end-to-end interview process and successfully execute onboarding for new hires in line with the plan, in partnership with L&D
Lead and manage a team of 6-10 teleoperators, providing feedback, guidance, training oversight, and coaching/mentoring
Own performance reviews in line with established evaluation metrics and collaborate with stakeholders to update them as needed
Manage Day 1 onboarding logistics including account creation, orientation meetings, lunch scheduling, and timecard adjustments
Lead Start-of-Shift and End-of-Shift activities including operator attendance, performance tracking, and project management
Work closely with the Planning team to ensure operators are trained and ready when new features and capabilities roll out
Understand weekly goals and allocation strategy; provide visibility into operator availability on a periodic basis
Respond to operator and on-site incidents per internally established procedures
Actively review plan vs. actual performance weekly to understand deviation drivers and identify action items
Ability to work cross-functionally with engineers and product teams to provide feedback for continuous improvement
Ensure all operators complete Fleetio checklists and OBS recording requirements for every assigned mission
Ensure mission summaries are completed and posted to #guardian_mission_summaries after each mission
Drive continuous improvement processes and projects to enhance efficiency and throughput
Engage peers across operating locations to share best practices and drive standardization