Customer Operations Launch Program Manager

Job Summary

May Mobility is entering into an exciting phase of growth as we expand our first-of-its-kind autonomous shuttle and mobility services. As our vehicle fleet continues to grow both in numbers and technological capability, we are looking for a Customer Operations Launch Program Manager, responsible for ensuring successful planning and launching in our newest markets, driving continuous improvement into launch operations, and creating an engaging environment for our partners, customers and employees. This role will report directly to the VP of Customer Operations, and will also work closely with site operations personnel around the world.

What Will I Be Doing?

• Lead the operations readiness workstream, ensuring we meet target objectives and escalate/develop recovery plans as needed. Interact, integrate, and drive results across cross-functional teams.
• Work cross-functionally to scope, plan and track the project, and provide recommendations for improving processes. 
• Travel to new market launches as needed to provide on-the-ground support. 
• Proactively remove obstacles to drive momentum and progress, identify gaps in communication or schedule, provide support to teams balancing competing priorities and drive results.
• Build relationships with May Mobility’s partners relevant to your projects, manage deliverables required to make your project successful.
• Be a reliable problem solver with critical and creative thinking skills that drive the business forward. 
• Identify and improve upon operational costs related to a market launch.
• Take ownership of the project management & delivery of new product and market launches for Customer Operations.
• Manage multiple projects across a large internal and external cross functional teams.
• Coordinate with geographically dispersed teams and promote effective collaboration.
• Work with multiple stakeholders to manage expectations, and ensure clear and precise delivery of products to market.
• Assist with ad hoc related tasks as directed by the Customer Ops Leadership team to help operational performance as needed.
• Participate in and lead various cross-functional Launch Readiness forums. Provide clear updates on status and recovery plans as necessary across all levels.
• Author project status, summary, and issue resolution tracking reports.
    

What Should I Bring?

Required Qualifications

• Bachelor's Degree or equivalent relevant work experience
• 5+ years in operations management
• 2+ years in a customer facing role for an enterprise solution
• Structured problem-solving capabilities and experience managing launch Operations and working cross-departmentally.
• Demonstrated successful experience in executing on hard timelines in a customer-facing role
• Experience in establishing and scaling culture for a distributed team
• Excellent verbal and written communication skills, professionalism
• Team player with the highest level of integrity, ability to see big picture but willing to do “lower level tasks” to complete the objective
• Demonstrated ability to operate in an environment with ambiguity and change; adapting to and being a champion for positive change
• Impeccable discretion when handling confidential or sensitive information
• Strong attention to detail and highly-organized self starter, able to thrive in a fast-paced startup environment
• Ability to multitask and prioritize
• Strong technical aptitude and ability to learn
• Willingness and ability to travel up to 25% of the time

Desirable Qualifications

• Master’s degree
• Previous experience in an Engineering and/or Operations organization
• Previous startup experience
• Mobility operations experience