Job Summary

The FCC Manager leads the Fleet Command Center (FCC) team, owning the day-to-day operations of the function and the performance, development, and well-being of the FCCOs and FCC Specialists who staff it. This role is accountable for rider safety and satisfaction, on-time fleet coverage, training quality, and continuous improvement of FCC processes. The FCC Manager is the senior escalation point for high-impact ridealongs and partners across Site Operations, Engineering, and Training to scale the function as the fleet grows.

Essential Responsibilities

• Team leadership: hire, onboard, coach, and develop a team of FCC Operators and FCC Specialists; conduct regular 1:1s, performance reviews, and career development planning.
• Operational ownership: own day-to-day FCC operations including shift coverage, escalation handling, on-call rotations, and incident response.
• Performance management: set team and individual KPIs, monitor performance, and drive accountability for safety, quality, and rider experience metrics.
• Training & enablement: partner with the Training team to design, deliver, and continuously improve the FCCO training program and certification standards; create ways for FCCOs to practice and improve performance.
• Escalation point: serve as the senior escalation point for high-level ridealongs, complex rider situations, and cross-functional decisions.
• Cross-functional partnership: work closely with Site Operations and Engineering to provide input and feedback on upcoming events, deployments, and new features.
• Scale & process improvement: identify, prioritize, and implement initiatives that improve efficiency and prepare the FCC for scale.
• Event coordination: lead FCC participation in upcoming events — build agendas, track progress, own next steps, and report status to leadership.
• Documentation: maintain daily summaries, SOPs, and the job descriptions for FCC employees and contracted operators.
• Workforce planning: manage staffing forecasts, schedules, and the FCC team budget.
• Culture: build and reinforce a culture of safety, accountability, communication, and continuous improvement.

Skills and Abilities

Success in this role typically requires the following competencies:

• People leadership — able to hire, coach, develop, and hold a team accountable across multiple shifts and locations.
• Communication — clear and concise written and verbal communication with operators, peers, and senior leadership.
• Decision-making — sound judgment under pressure with the ability to make timely calls in ambiguous, time-sensitive situations.
• Operational excellence — designs and improves processes; tracks details and drives tasks to completion.
• Organization — manages competing priorities across multiple vehicles, lines of communication, and stakeholders.
• Stakeholder management — works effectively across all levels of the organization, including engineering, operations, and executive leadership.

Qualifications and Experience

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

Required Qualifications:

• 5+ years of experience in dispatching, logistics, transportation, or operations.
• 2+ years of direct people management experience, including hiring, performance management, and coaching.
• Experience in fleet coordination, route optimization, and operator communication.
• High school diploma or equivalent.

Desirable Qualifications:

• 7+ years of experience in operations, logistics, dispatching, or transportation, including 3+ years in a management role.
• Experience managing a 24/7 operations or command-center environment.
• Experience in autonomous vehicles, transit, rideshare, or similar fleet operations.
• Bachelor's degree or equivalent.

Physical Requirements

Standard office working conditions, which include but are not limited to:

• Prolonged sitting
• Prolonged standing