Senior Technical Program Manager, Issue Management - Zoox

Job Title: Senior Technical Program Manager, Issue Management
Job Location: Foster City, CA
Job Listing URL: https://jobs.lever.co/zoox/9a0eda60-0200-45ac-ba16-07c105f3fd7e
Job Description: The Program Management Office (PMO) at Zoox is responsible for driving cross-functional program planning and execution at the highest level. We partner with leaders from across the company in vehicle development, system design, software engineering, manufacturing, fleet operations, and business functions to develop and deliver major corporate milestones on the path to launch and beyond.

Our program managers contribute to the end-to-end success of technical, integrated product milestones involving both of our vehicle platforms - the Toyota Highlander test fleet and Zoox’s purpose-built robotaxi. PMO has teams focusing on AI & Autonomy, Robot Platform Development, Testing & Performance, and Service/Product readiness. All roles are deeply cross-functional, collaborative, and interdisciplinary.

The Senior Program Manager, Issue Management in PMO will work closely with the PMO leadership team and cross-functional partners to manage and improve Zoox’s internal product issue reporting and resolution process. The person in the role will be accountable for the overall performance of the issue management process, lead process and tool improvement initiatives, and monitor issue creation and resolution rates in order to detect and address bottlenecks. This role has high visibility within the senior executive team at Zoox.

In this role, you will:
Own the issue management process and tool end-to-end and across all engineering disciplines.
Develop metrics to monitor the health of the issue management process (creation and resolution rates, time to resolution, etc.)
Work with the business to define SLAs and put the mechanisms in place to monitor and report performance against SLAs.
Lead data analysis campaigns and gather and review user feedback in order to identify process and tool improvements, and lead their implementation.
Leverage AI technologies in order to increase the efficiency and effectiveness of the issue management process and tool
Drive issue management efforts to resolution, coordinating cross-functional teams to diagnose root causes, implement solutions, and develop preventive measures to minimize future occurrences
Propose key decisions working cross-functionally across engineering, operations, finance, and strategy and other teams to reach the right conclusions
Interface with stakeholders and leadership and exercise judgment and discretion to develop solutions to remove obstacles and redefine approaches.
Requirements
BS or MS degree in an engineering discipline or equivalent experience
8+ years of experience in engineering, systems engineering, program management, or management consulting with a focus on process rollouts and product launches
Success in driving complex SW/HW integration processes and optimizations, and leading complex cross-functional organizational changes end to end
Understanding of hardware and software development lifecycles, in particular testing, integration and release phases
Experience setting up and overseeing issue triage and escalation processes at scale, proficiency in issue management tools and processes required to support complex products ( Jira or equivalent)
Excellent written, presentation and verbal communication skills are a must, as well as the ability to create clear and concise metric dashboards
Proven ability to partner with and influence stakeholders across a large organization in order to effect change at scale

Bonus Requirements
Project/Program management certifications (PMP or equivalent) or other relevant certifications (Configuration Management II, Lean/Six Sigma Black Belt, etc…)
Experience with autonomous vehicles, test platforms, simulation, and/or automotive or aerospace processes is highly desired
Experience with developing and scaling strategy, processes, plans, procedures, reporting and handling escalations
Strong references that highlight your ability to build strong working relationships with senior leaders, program managers, and engineers across functions and departments
Experience using AI tools to improve process efficiency