Senior Manager of Customer Support, Aurora

• 8+ years in customer support, CX, customer insights, or support analytics, including 4+ years owning a support-focused VoC or customer-feedback program end to end
• Demonstrated ability to turn qualitative and quantitative customer signals into prioritized, actionable insights that influenced product, engineering, or operational decisions, driving reduction in contact rate
• High proficiency with data analysis, verbatim and thematic analysis, taxonomy design, and experience with AI customer insights tools
• Excellent storytelling and executive communication; skilled at building alignment and influencing without authority across functions
• Experience building and leading a team, and standing up a program from scratch, in ambiguous, fast-paced environments

Desirable

• 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
• We’re searching for a Senior Manager, Customer Support to lead our Voice of the Customer pillar
• Reporting to the Head of Support, you will ensure that the pain points our customers express in their interactions with support shape what Aurora builds and how we operate
• Your mandate is to turn support insights into prioritized, actionable signal for Product, Engineering, Safety, and other cross-functional partners – and relentlessly advocate for the most important issues to get fixed.
• Build and run the Voice of the Customer (VoC) program: a closed-loop system that captures, analyzes, and acts on customer feedback from support interactions. Operate initially as an individual contributor before hiring and leading a small, high-leverage team
• Serve as the connective tissue between Support, Product, Engineering, Safety, and other cross-functional teams, ensuring the customer's voice is translated into clear, compelling, prioritized insights for leadership and partner teams
• Build deep expertise on the end-to-end customer journey for the variety of personas that interact with our product and use it to pinpoint where the experience breaks down
• Design and implement processes and frameworks to identify technical and non-technical root causes of customers contacting support. Build workflows that combine support teams’ inputs with AI customer verbatim analysis
• Drive both your own analyses and partner with analytics teams to deliver in-depth data insights, combining support data and business data. Develop a framework for evaluating criticality and business impact of surfaced pain points
• Present customer pain points to senior leadership, leveraging high-impact data insights and customer journey storytelling. Apply the most relevant lens depending on the audience and pain point (e.g. segment them by client, product, customer journey)
• Advocate with cross-functional partners for addressing the customer pain points through required technical, operational, and experiential improvements. Drive cross-functional prioritization of customer-impacting fixes, establish shared OKRs, and track impact back to the customer
• Partner with the Tier 1 and Tier 2 support teams to ensure bi-directional feedback on the VoC process, tooling, and outcomes. Design and maintain an intent and root cause taxonomy, making sure support teams, as well as AI support, categorize issues correctly and consistently
• Build, hire, and develop the team, setting its priorities, resourcing, and ways of working as the program scales
• This role is primarily office-based, with periodic travel to meet with key stakeholders and cross-functional partners across Aurora's offices