Senior Manager of Technical Services & IT Support, Aurora
$174-252k
Plus annual bonus and equity compensation
Self-driving technology company
Job no longer available
Self-driving technology company
1001+ employees
Job no longer available
$174-252k
Plus annual bonus and equity compensation
1001+ employees
Company mission
To deliver the benefits of self-driving technology safely, quickly, and broadly.
Role
Who you are
- 12+ years of experience in IT Support or Service Management, including 6+ years in leadership roles managing global or multi-site teams within high-growth, complex environments
- Proven success driving large-scale service transformations and digital modernization initiatives, ideally integrating AI, automation, and analytics into support operations
- Strong command of IT service delivery best practices and frameworks (e.g., ITIL), with a focus on measurable improvement and customer experience
- Proven ability to attract, develop, and retain top talent, building diverse, high-performing teams that deliver impact at scale
- Strategic thinker and operator, comfortable balancing long-term vision with tactical execution and thoughtful change management
- Exceptional communicator and collaborator, able to influence senior leaders, align cross-functional priorities, and champion a customer-obsessed mindset across the organization
What the job involves
- The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone
- At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge
- Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all
- Aurora’s Enterprise IT seeks a visionary leader to transform IT support into a strategic advantage to Aurora’s business and operations
- This role will reimagine our support service model, embed AI and automation at scale, and cultivate high-performing, globally-distributed teams focused on outstanding service and user experience. This role reports to the Director of IT Support & Operations
- Build and scale Aurora’s IT Support function to meet the evolving needs of a fast-growing, distributed workforce and operations in delivering a seamless, automated, and data-driven employee experiences
- Lead, coach, and inspire regional support teams to operate with accountability, curiosity, and technical excellence—creating a culture that thrives on continuous improvement and proactive problem-solving
- Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents, intelligent routing, knowledge mining, predictive analytics) that improve efficiency, quality, and user satisfaction
- Define, measure, and optimize key performance indicators, such as first-contact resolution, customer satisfaction, and automation coverage, and shape the future of IT service delivery
- Collaborate with Engineering, Security, HR, and other cross-functional teams to ensure a frictionless, secure, and high-impact support experience for all Aurora workforce
- Own the Technology services and IT Support roadmap, ensuring scalability, reliability, and alignment with Aurora’s business priorities, growth trajectory, and commitment to operational excellence
Our take
In spite of emerging from stealth mode in 2018, Aurora is making strong waves in the flurry of startups racing to develop fully autonomous vehicles. Aurora’s hardware and software developments have historically focused on self-driving trucks, which it expects to launch commercially in 2024.
It recently named Ossa Fisher as its new President, who will focus on scaling operations ahead of this commercial launch. Passenger cars and associated services are expected to roll out following this launch. However, the self-driving industry is riddled with unmet deadlines, cash shortfalls, and tough technological challenges.
To remain competitive with deep-pocket industry giants like Tesla and Google’s Waymo, the company continues to land substantial backing from the likes of Sequoia Capital, accelerating its post-IPO growth. The pedigree of its founders may well continue to win over investor confidence. It boasts leading prior positions in the self-driving divisions of Tesla, Uber, and Google.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2020
$400m
GROWTH EQUITY VC
Feb 2019
$600m
SERIES B
Total funding: $1.1bn
Company benefits
- Choice of regional HMO options, PPO options, and high deductible plans, with the option to contribute to a health savings account (HSA). If you choose a high deductible health plan, Aurora will make employer contributions to your HSA
- Comprehensive dental coverage and access to a nationwide provider network
- Coverage for vision exams, glasses, contacts, discounts for LASIK, and other vision services through a nationwide provider network
- In-office lunches, snacks, and drinks available
- GymPass offers on-demand virtual classes (fitness, yoga, strength, and more), well-being coaching, and budget management. Discount on nationwide gym memberships
- Headspace offers access to guided sessions that focus on everything from stress to relationships, anxiety, and sleep
- SoFi. Refinance your home, student and personal loans
- Fetch offers discounts on pet insurance
- PerkSpot offers discounts on vacations, car rentals, and entertainment
- Access support services to help with your family planning journey including fertility care, adoption, and surrogacy. Reimbursement of $20,000 lifetime benefit
- Save for your future with Aurora’s 401(k) Plan. Pre-tax and Roth contribution options are available
- 24/7 access to online resources and unlimited phone consultations for stress, grief counseling, depression, and relationship conflicts (personal and professional), and limited in-person sessions
- Set aside pre-tax money to pay for qualified transit and commuter benefits
- Cigna travel accident insurance provided for business travel
- LinkedIn Learning is an e-learning resource to support professional development. Aurora Academy is an internal learning and development program designed to up-level our team by teaching skills that are essential to Aurora’s mission
- Modern Health is a mental wellness benefit that includes 14 sessions with a certified coach and 12 sessions with a therapist, if needed. Unlimited access to live provider- lead community circles, digital mediation, and more
- Flexible/reasonable vacation for salaried employees; accrual of 20 vacation days per year for non-exempt employees, 11 paid company holidays per year, and reasonable sick time to stay home, rest, and get better
- Network of employee-led groups that represent Aurorans, organized by cultural identity or collaborative purpose
- Aurora provides all new parents and caregivers 18 weeks of coordinated pay and time off for the birth or placement of a child. Up to 4 weeks of paid medical leave for your own personal illness or injury, or to care for a sick family member
- Set aside pre-tax money to pay for healthcare and dependent daycare expenses using FSA plans
- Company-paid premiums for life insurance (2x salary up to $500,000). Voluntary life & AD&D coverage for you and your dependents is available. Short-term disability benefits are 60% weekly benefit up to a max of $2,500 after a short waiting period. Long-term disability benefits are 60% of monthly salary to $10,000 after a waiting period. Option to enroll in voluntary life/AD&D insurance
- 24/7 access to Unum’s worldwide emergency travel assistance services for personal travel
Company HQ
Strip District, Pittsburgh, PA
Leadership
Chris Urmson
(Co-Founder & CEO)They have a PhD in Robotics from Carnegie Mellon, and worked as a robotics research scientist at SAIC. They were CTO of Self-Driving Cars at Google.
Drew Bagnell
(Chief Scientist)They hold a Robotics PhD from Carnegie Mellon, where they are also an Associate Professor. They were Autonomy Architect and Perception Lead at Uber Advanced Technology Center. Held the position of CTO at Aurora for over 3 years.
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