Escalation Manager
Core
Primary operations leader and escalation point for high-priority safety and operational issues, making real-time judgment calls to protect the community and ensure business continuity.
Role type
Senior IC operations leader (escalation management)
Builds
Autonomous ride-hail fleet operations and safety response systems
Domain
Autonomous driving / Ride-hail
Deliverable
production ML models
Required skills
Real-time critical thinking, de-escalation, risk balancing, root cause analysis, policy development, cross-functional leadership, data trend analysis, change management
Preferred skills
Command center/Dispatching leadership, emergency telecommunications certification, law enforcement or emergency services background, autonomous vehicle/rideshare industry experience
Technologies
Workflow management tools, escalation systems, knowledge management practices, communication tools, emergency response protocols
Responsibilities
Make real-time safety-driven judgment calls on fleet and rider issues; Partner with Engineering and Safety to direct immediate response actions; Lead post-incident reviews and translate findings into updated policies and playbooks; Standardize escalation frameworks and decision playbooks across markets; Coordinate product releases with vendor teams; Mentor frontline teams during escalations
Seniority
Senior, hands-on IC
