Remote Assist Specialist Ops Lead

Aurora Innovation•Pittsburgh, PA

2d•$83,000 - $120,000

About The Position

Aurora’s mission is to deliver the benefits of self-driving technology safely, quickly, and broadly. The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone. At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge. For the latest news from Aurora, visit aurora.tech or follow us on LinkedIn. Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. Aurora’s Product and Development Operations team is making the technology of the future a reality. We are at the forefront of technology, providing thought-partnership to Product, Operations, and Engineering to ensure commercial capabilities are delivered on time, safely, and efficiently. We are seeking a mission-driven Remote Assist Team Lead based in Pittsburgh, Pennsylvania. This role will be working Wednesday - Sunday from the hours of 1:00pm - 8:30pm ET as a base schedule, with additional hours or coverage expected. This is a foundational role for a team less than a year old. In this seat, you carry the critical responsibility of navigating the inherent ambiguity of early-stage testing. You will be ensuring that even when workflows are "grey" or tools are in flux, the team remains decisive, productive, and focused on technical truth. We are looking for a builder, not a maintainer - someone who thrives when tasked with creating order from scratch in a high-velocity environment.

Requirements

3+ years of experience in remote assistance, fleet operations, or a related high-tempo technical environment.
Demonstrated experience leading through change (e.g., managing a team through a site launch, a software transition, or an operational 24/7 expansion).
Strong judgment and communication skills, especially the ability to make "best-path" decisions in high-pressure or time-sensitive situations.
Proven ability to master complex, proprietary software tools quickly and teach those "ins and outs" to others with high precision.
A track record of identifying technical bugs or UI/UX gaps in testing tools and translating them into actionable feedback for Engineering teams to improve commercial readiness.
Ability to maintain constructive optimism by reframing technical failures as successful data-gathering exercises for the team.
Flexibility for day, night, and/or weekend work, not always planned far in advance.

Nice To Haves

Experience in operations, technology, autonomous vehicles, or a similar deep tech field.
BA/BS degree or equivalent practical experience.
Experience making schedules, managing vacation requests, and setting performance goals for self and others.
Solid written and verbal communication skills with ability to adjust for audience
Intermediate technical aptitude and ability to learn new software applications and processes

Responsibilities

Lead a team of Remote Assist Specialists supporting development testing across a 24/7 (extended hour) operation.
Become certified as a Remote Assist Specialist and Terminal App Operator on all relevant internal Aurora tools to provide direct support and serve as a Subject Matter Expert on data integrity and testing quality for your team.
Maintain a master-level understanding of Aurora’s internal toolset, serving as the final escalation point for complex technical hurdles and tool-specific troubleshooting.
Establish an inspired safety culture that embraces technical friction, encouraging specialists to move beyond "checking boxes" and instead hunt for failure points in early-stage features.
Successfully collaborate cross-functionally with a "Win Together" mindset, specifically when advocating for safety or quality pivots to Engineering and Product partners.
Facilitate and deliver seamless daily handoffs across multiple regions and shifts, managing scheduling, planning, and escalating development blockers to relevant teams/test sites.
Document and deliver constructive performance feedback through regular 1:1s, ensuring all development activities and blockers are documented to high standards.
Drive continuous process improvement, leading side projects to enhance development readiness and maximize efficiency in an evolving environment.
Proactively identify and flag "tooling friction" or software edge cases during testing that could scale into operational risks for future commercial deployments.
Provide direct support during daily scheduling, prioritizing real-time priority alignment needs and acting as the point of contact for incident response and urgent scheduling adjustments with composure.