What are the responsibilities and job description for the Team Lead, Fleet Response position at Zoox?
The Fleet Response Team within Zoox’s Fleet Operations organization ensures seamless, real-time support for our Robotaxi fleet and its riders. As a Fleet Response Team Lead, you will lead a team responsible for monitoring live operations, coordinating rapid responses, and resolving issues efficiently to ensure every rider reaches their destination safely. Your leadership will be instrumental in developing a high-performing team, optimizing workflows, and collaborating with Zoox Mission Control, Remote Teams, and emergency responders to minimize disruptions and maintain operational excellence.
We seek a hands-on leader with extensive experience in live operations, incident management, and resource coordination. In this role, you will oversee real-time incident response, vehicle recovery, and rider assistance, ensuring minimal downtime and a seamless customer experience. You will drive continuous improvement by identifying operational gaps, implementing process innovations, and leveraging automation for efficiency. At Zoox, we lead by example. This role requires you to work alongside your team, fostering a culture of safety, speed, and service excellence in the evolving world of autonomous mobility.
Travel Requirement: 25%
In this role, you will:
- Support the Functional Manager of Fleet Response by executing the team’s operational strategy, ensuring alignment with broader organizational goals, and providing real-time insights to drive informed decision-making.
- Lead and support Fleet Response Specialists in day-to-day operations, ensuring they have the tools, guidance, and structure to effectively manage live incidents, assist riders, and coordinate robotaxi support.
- Optimize workflows and standardize processes by identifying operational inefficiencies, implementing improvements, and leveraging automation to enhance team productivity and responsiveness.
- Act as a key liaison between Fleet Response, Mission Control, Remote Teams, and third-party vendors, facilitating smooth communication and issue resolution to minimize disruptions and improve fleet reliability.
- Coordinate with third-party service providers to ensure seamless vehicle recovery, roadside assistance, and rider support, maintaining high service standards and quick response times.
- Provide administrative and people leadership support, including scheduling validation, performance feedback, and maintaining a culture of accountability and continuous improvement.
- Monitor and report on operational performance metrics, ensuring that leadership has visibility into team efficiency, resource allocation, and areas for optimization.
- Proactively identify challenges and collaborate with cross-functional teams (e.g., Product, Security, Communications) to implement solutions that improve real-time response effectiveness.
- Remain hands-on in daily fleet operations, engaging with operators to understand pain points, support escalations, and continuously refine the team’s approach to live incident management.
Qualifications
- At least 6 years of leadership experience leading diverse and decentralized technical operations.
- Demonstrated experience executing rapid response procedures and remaining calm under pressure when operating in higher-stress environments.
- Proven ability to problem solve and improve operational efficiency with a proactive mindset and resourcefulness
- Prior experience developing and using data and metrics to support strategic decision-making.
- Demonstrated ability to concisely and effectively communicate with confidence at all levels of an organization.
Bonus Qualifications
- Bachelors Degree
- Military operations experience
- Working with cross-functional teams on go-to-market initiatives
- Autonomous vehicle industry experience
- Towing/roadside or dispatch industry experience
There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. The salary range for this position is $73,000 to $113,000. A sign-on bonus may be offered as part of the compensation package. Compensation will vary based on geographic location and level. Leveling and positioning within a level are determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting represents the range of levels Zoox is considering for this position.
Zoox also offers a comprehensive package of benefits, including paid time off (e.g,. sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.
