Job Description
Job#: 3036513
Job Description:
Develop, roll out, and enforce SOPs and SLAs for troubleshooting processes, escalation paths, ticket quality, and response times; ensure process adherence and escalate performance issues as needed.
Run operational rhythms such as daily stand‑ups and shift handoffs, updating the team on new developments, policy changes, and key metrics; ensure clear daily handoff reports for subsequent shifts and leadership.
Collaborate with cross‑functional engineering teams (, AV Software, Hardware Systems, Embodied AI, Vehicle Integration, and other GM teams) to balance short‑term mitigations with long‑term design changes that improve fleet reliability.
Ensure the team is prepared for high‑severity failures by running drills, developing training, and aligning with partner teams on SLAs and response expectations; build and maintain training modules to upskill Troubleshooting Experts and AVTOs.
Fulfill data reques...