Mission Summary:
The Mission Control Specialist supports real-time autonomous vehicle (AV) operations by monitoring fleet activity, coordinating operational workflows, and assisting with non-nominal event response across live driverless operations. Reporting to the Mission Control Manager, this role serves as a frontline operational support function responsible for maintaining situational awareness, escalating operational concerns, and supporting safe, efficient fleet performance. This position plays a critical role in day-to-day command center execution by monitoring operational systems, coordinating field support requests, documenting incidents, and facilitating communication between operational teams. Success in this role requires strong attention to detail, calm communication, operational discipline, and the ability to operate effectively in a fast-paced environment with evolving priorities.
What You’ll Be Doing:
Real-Time Fleet Monitoring & Operational Support:
- Monitor live fleet dashboards, telemetry, and operational systems to identify anomalies, service impacts, or degraded vehicle states.
- Escalate operational concerns, safety risks, and non-nominal events to Mission Control leadership following established procedures.
- Support real-time operational coordination activities to maintain fleet continuity and service reliability.
Operational Design Domain (ODD) Support:
- Monitor environmental and operational conditions including weather, road closures, construction, and major events impacting service.
- Execute approved operational changes including PuDo restrictions, routing updates, and map-related workflows.
- Document and escalate recurring operational or mapping issues impacting fleet performance.
Incident & Non-Nominal Event Support:
- Assist with triage, tracking, and coordination of non-nominal vehicle events and operational disruptions.
- Maintain accurate incident documentation, communication logs, and escalation records during active events.
- Coordinate with field teams, towing providers, or internal stakeholders under direction from Mission Control leadership.
Field Support & Dispatch Coordination:
- Dispatch field support resources, including On-Road Response Specialists (ORS) and third-party providers, based on established workflows.
- Track response times, support ticket status, and field activity updates.
- Support operational readiness activities tied to launches, expansions, and special events.
First Responder & External Agency Coordination Support:
- Support communication and coordination efforts with first responders and external agencies during operational events.
- Maintain professional communication during field interactions and incident coordination activities.
- Assist with scheduling, logistics, and preparation for first responder engagement activities or training sessions.
Map & Operational Readiness Support:
- Review operational readiness checklists and support validation of map restrictions and fleet availability.
- Assist with daily operational startup and readiness verification activities.
- Escalate identified routing, mapping, or operational discrepancies to leadership teams.
Training & Documentation Support:
- Support development and maintenance of operational procedures, quick-reference guides, and training documentation.
- Assist with tabletop exercises, operational drills, and readiness activities.
- Ensure operational logs, trackers, and incident documentation remain current and accurate.
Cross-Functional Coordination:
- Facilitate communication between Mission Control, Remote Vehicle Assistance (RVA), Fleet Operations, Safety, and Engineering teams during live operations.
- Provide timely operational updates and status reporting during ongoing incidents or service impacts.
- Support structured handoffs and shift transition communication between operational teams.
Continuous Improvement & Operational Excellence:
- Identify recurring operational issues and escalate trends to leadership for review.
- Support process improvement initiatives, operational reporting, and workflow optimization efforts.
- Contribute feedback to improve operational procedures, tooling, and command center efficiency.
What We’re Looking For:
- Associate’s or Bachelor’s degree in Operations, Logistics, Emergency Management, Public Safety, Transportation, Business, or related field; or equivalent practical experience.
- 1–4+ years of experience in operations support, dispatch, logistics coordination, command center operations, customer operations, fleet operations, emergency communications, or related environments.
- Ability to remain calm and organized in fast-paced or high-pressure operational environments.
- Strong attention to detail and ability to follow structured operational processes and escalation procedures.
- Effective written and verbal communication skills.
- Ability to monitor multiple operational systems and prioritize tasks in real time.
- Experience working with dashboards, operational tools, ticketing systems, or live monitoring platforms.
- Ability to work collaboratively across multiple operational teams.
- Ability to work flexible schedules, including nights, weekends, and holidays.
Bonus Points (not required):
- Experience supporting autonomous vehicle operations, mobility platforms, or transportation operations.
- Familiarity with dispatch coordination, incident tracking, or field support operations.
- Exposure to emergency response, public safety coordination, or command center environments.
- Experience with mapping tools, geospatial systems, or routing platforms.
- Interest in operational process improvement, technology, or automation.
Physical Demands & Working Environment:
- Primarily office and command-center-based environment with occasional field coordination activities.
- Ability to remain stationary for extended periods while monitoring operational systems and dashboards.
- Operate standard office equipment and computer-based operational tools.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
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