Senior Manager, Autonomy Support

In order to support our goals for safe operations and continued autonomy development, we are looking for a manager for the autonomy support team. The autonomy support team is responsible for transforming data from the field into meaningful data such as operational issues, and further defining them into unique measurements to identify and track moving forward. The support team identifies the operational issues and triages them to the root cause to aid the site lifecycle managers the ability to lead development teams to solve operational issues and drive the roadmap.

As the fleet expands and the volume of driving data generated by field software scales, the team’s current processes are no longer built to support this growth. This role is a transformation hire — responsible for redesigning how field data is ingested, triaged, justified, and tracked end-to-end through to verified resolution in the field.

For this role, Hybrid means that candidates would be expected to be able to come into the office in Ann Arbor as needed. The candidate would work remotely most of the time with reliable internet access and no limit on data upload/download quantity.

Essential Responsibilities

You will focus on leading the Autonomy Support team and work hands-on with the team to achieve company goals; The work includes:

• Establish meaningful strategic, long-term business goals for the support team
• Own the end-to-end lifecycle of field issues – from discovery/detection and prioritization through fix deployment and field validations – ensuring issues are not closed without verified resolution and measurable impact
• Design and implement scalable processes for ingesting, categorizing, and triaging increasing volumes of field data from vehicle autonomy software; partner with data and tooling teams to automate workflows that cannot keep pace with fleet growth at a manual level
• Define and enforce issue qualification standards, establishing clear thresholds (e.g., severity, recurrence, data evidence) that determine when field observations are escalated into tracked engineering issues
• Build and maintain a systemic framework that enables support engineers to quantify issues with evidence-backed data, directly informing engineering prioritization and development focus
• Partner cross-functionally with Safety, Product, Operations, Customer Success, and Business Development to maintain stakeholder visibility and alignment throughout
• Partner with Operations during production incidents and assume ownership post-triage to drive coordination, escalation, communication, and resolution through closure
• Define and operationalize a clear incident response model (roles, ownership, escalation paths, and communication standards) to ensure consistent and predictable handling of production issues at scale.
• Lead end-to-end process redesign, identifying breakdowns in the current workflows, aligning the team on scalable approaches, and implementing systems that maintain rigor as support volume increases
• Develop and track the team’s KPI and OKRs and ensure metrics are adhered to, identify risks and opportunities for progress
• Own and drive the operating model between Fleet Operations and Autonomy, ensuring continuous alignment on priorities, clear translation of field performance into development inputs, and shared visibility across teams
• Develop & Maintain SLA with an on-call rotation for fleet support during non-core May Mobility hours.
• Ability to use the debugging tools the support team uses to help in triaging complex issues in order to unblock team members and identify gaps in scaling processes
• Onboarding, continuous training and mentoring of the Autonomy Support team members

Skills and Abilities

Success in this role typically requires the following competencies:

• Data literacy - Ability to analyze large volumes of field data to identify patterns, trends, and systemic issues across support cases, and to translate data into actionable development priorities.
• Data Communication - comfortable reading, interpreting, and communicating from large structured/unstructured datasets (logs, telemetry, event streams)
• Experience designing or redesigning processes in environments that have outgrown existing workflows, with a focus on scalability and operational repeatability
• Systems thinking — ability to see how field inputs, issue tracking, and engineering outputs interact as a system, not just a queue
• Change management capability to lead a team through operational transformation — communicating the case for change clearly and bringing team members along with alignment and purpose
• Ability to identify process bottlenecks in data-heavy workflows and redesign them for scale
• Ability to right size the solution and / or process for the organization as it grows

Qualifications and Experience

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required Qualifications:

• 5+ years experience in management of technical support team focused in complex system designs
• Bachelor's Degree in a technical field
• At least 7 years of relevant work experience
• Experience with problem solving in a customer service environment
• Demonstrated experience redesigning support or operations processes that were no longer fit for scale, including definition of new workflows, tooling requirements, and team adoption plans
• Experience using data-driven frameworks to prioritize competing issues, including the ability to build and communicate evidence-based cases for development team attention
• Experience working cross-functionally with Engineering, Sales, Marketing, Product, and external partners
• Proven track record of prioritizing competing priorities for operations and development
• Strong leadership skills and ability to to manage a team of 5+ people
• Ability to mentor technical team members to achieve their best as well as keep motivation high
• Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner
• Advanced knowledge of Jira and Jira reporting and dashboards
• Proficiency with BI tools (e.g., AWS QuickSight, Tableau) for building operational dashboards and reporting that scale with fleet growth
• Rare occasional nights and weekends on-call support for coverage gaps (operational sites run 7-days a week, 365 days a year)

Desirable Qualifications:

• Experience working with large-scale telemetry or log data from software systems, and familiarity with structured issue lifecycle management beyond basic ticketing
• Experience with structured root cause analysis frameworks (e.g., 5 Whys, Fishbone) applied at scale
• Experience with log streaming or event processing tools (e.g., Kafka, Logstream, Splu