Senior Manager, Customer Support (Customer Experience & Support Operations)

Aurora Innovation•Dallas, TX

9d•$162,000 - $287,000•Hybrid

About The Position

Aurora is seeking a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team. This role will be responsible for building, hiring, and leading the largest team within the support organization, reporting to the Head of Support. The primary focus is on ensuring Aurora delivers a fast, high-quality, customer-first support experience at scale to its B2B customers (carriers, fleets) who rely on driverless freight operations.

Requirements

8+ years in customer support or contact center operations, including 4+ years leading teams (ideally managing managers).
Proven experience building and scaling a frontline support organization: hiring, workforce planning, quality management, and standing up processes in a high-growth or ambiguous environment.
Deep fluency in support operations metrics (CSAT, SLAs, first-contact resolution, handle time) and CRM platforms (e.g., Salesforce).
Hands-on experience deploying self-service and/or AI-assisted support with strong attention to guardrails and evaluation.
Data-savvy: comfortable defining KPIs, running your own analyses, and partnering with analytics teams to drive decisions.
Excellent written and verbal communication, strong cross-functional stakeholder management.
Ability to work through ambiguity in a fast-paced environment.
Due to 24/7 nature of support operation, the candidate should be flexible to occasional night/weekend/holiday availability when needed and ready to travel to spend time on-site with the operations team.

Nice To Haves

Experience supporting highly technical and safety-critical environments.
Experience standing up and optimizing phone/voice support.
Experience with CRM implementation and evolution.
Experience partnering with Product and Engineering to improve the end-to-end customer experience.
Experience managing B2B support.
Experience in carrier / freight industry.

Responsibilities

Build and develop a customer-obsessed team culture.
Hire and lead the frontline customer support team (Tier 1), including team leads and/or managers, scaling capacity and capability as Aurora expands commercial driverless operations.
Define and steward Aurora's customer-centricity standards: tone of voice, case management practices, the omnichannel experience, and CRM setup and ongoing evolution.
Own the operating plan for frontline support: headcount, capacity, and budget. Align resourcing and priorities with Support leadership as the organization scales.
Manage the team to deliver excellent customer support across channels (phone, email, chat), consistently meeting experience, quality, and efficiency targets at scale (CSAT, response and resolution SLAs, first-contact resolution, handle time).
Establish the workforce planning, quality assurance, coaching, and enablement mechanisms needed to deliver consistent, high-quality support as volume grows.
Use data to run the operation: define and monitor operational KPIs, drive your own analyses, and partner with analytics teams to forecast demand and inform staffing and process decisions.
Help design and continuously improve self-service and AI-assisted support, including guardrails, validation, and ongoing evaluation of automated resolutions integrated with Aurora's systems.
Partner closely with the Tier 2 team, ensuring your team accurately escalates issues, learns and continuously absorbs new issue types from Tier 2 to Tier 1, and provides feedback on the knowledge and tooling.
Partner closely with the Voice of the Customer team to surface recurring customer pain points.
Present on progress towards customer-centricity and frontline support performance to senior and executive leadership. Surface risks and trade-offs, advise on organizational design and service-level decisions, and align cross-functional partners on shared priorities.