RiderOps Shift Supervisor

RiderOps Shift Supervisor

• Employment Type: Full-time
• Compensation: $37 per hour
• Work Arrangement: 100% on-site
• Location: Foster City, CA 94404

Position Overview
The Rider Operations (RiderOps) team supports all customer interactions with the robotaxi service, serving as the human partner to advanced autonomous technology. This role plays a critical part in delivering exceptional real-time rider support in preparation for commercial launch. The environment is fastpaced and dynamic, requiring a strong commitment to service excellence, safety, and operational precision.
Role Summary
The RiderOps Shift Supervisor works closely with Rider Operators to ensure adherence to approved workflows and procedures while delivering a superior customer experience. This position requires strong leadership, empathy, and the ability to make real-time operational decisions. The role also partners closely with Fleet Operations leadership to support safe and efficient daily vehicle operations.
Key Responsibilities

• Promote a safety-focused, inclusive, and open communication culture
• Complete all assigned administrative responsibilities
• Support operators during live rider interactions and asynchronous support
• Assist with testing missions and operational readiness activities
• Share best practices with operators in real time
• Escalate service issues and identify operational improvement opportunities
• Serve as a subject matter expert on proprietary RiderOps software
• Motivate and mentor team members to meet high performance standards
• Act as a player/coach by regularly supporting day-to-day Rider Operator duties
• Serve as the first point of contact for escalations, including emergency services, customer complaints, and service reports

Required Qualifications

• Minimum of 2 years of customer service leadership or comparable experience
• Proven experience working in collaborative, team-oriented environments
• Strong problem-solving skills with a focus on operational efficiency
• Proactive, resourceful mindset
• Excellent written and verbal communication skills
• Ability to manage ambiguity while maintaining a customer-first approach

Preferred Qualifications

• 2 or more years of experience in autonomous vehicle operations or a related field
• Experience as an instructor, lead, or supervisor within an operations environment
• Background leading or managing highly cross-functional teams