A Day in Life:
The Field Support Manager leads Oro Mobility's Field Support Operations (FSO) team, which deploys patrol vehicles throughout the Operational Design Domain (ODD) to respond to autonomous vehicle incidents, perform roadside recovery, and ensure safe and efficient AV operations in the field.
Reporting to the Market Manager (General Manager), this role manages Field Support Supervisors and Field Support Agents working 24/7 shifts, coordinates with Uber's remote assistance and operations teams, and ensures SLA compliance for issue acknowledgment time, time to scene, and issue resolution. This role requires strong incident management, real time operations coordination, and operational discipline to support AV fleet reliability and rider safety.
What You'll Do:
- Lead all Field Support Operations including patrol vehicle deployment, incident response, roadside recovery, and vehicle retrieval.
- Manage and develop Field Support Supervisors and Field Support Agents working 24/7 shifts.
- Ensure FSO meets Uber SLA requirements for issue acknowledgment time, time to scene, and issue resolution time.
- Coordinate with Uber remote assistance teams, operations centers, and OEM technical teams (Nuro, Lucid) on incident response, escalations, and resolution protocols.
- Develop and maintain FSO SOPs, patrol routes, deployment strategies, response protocols, and safety procedures.
- Manage patrol vehicle fleet, equipment, tools, safety gear, and communication systems.
- Train Field Support Agents on vehicle handling, incident response, safety protocols, customer service, and Uber operational standards.
- Monitor field incidents, analyze trends, and drive continuous improvement in response times, resolution rates, and operational performance.
- Ensure compliance with all safety, security, regulatory, and insurance requirements.
- Partner with Depot Operations and Technical Operations teams on vehicle handoffs, issue resolution, and operational coordination.
- Manage staffing, schedules, and workforce deployment to meet ODD coverage requirements.
- Support launch readiness activities, scaling plans, and operational performance reviews.
What We're Looking For:
- 5+ years of experience in field operations, roadside assistance, fleet services, incident response operations, or mobility operations.
- 2+ years of supervisory or management experience leading distributed field teams preferred.
- Experience with electric vehicles, autonomous vehicles, or mobility operations a plus.
- Strong understanding of incident management, SLA driven operations, logistics coordination, and real time dispatch.
- Excellent problem solving, decision making, communication, and leadership skills.
- Ability to manage real time operations, coordinate multiple teams, and respond to dynamic, time sensitive situations.
- Proficient in using dispatch systems, GPS tracking, fleet management tools, and communication platforms.
- Strong customer service orientation and ability to maintain professionalism under pressure.
- Ability to work flexible hours, including evenings and weekends as needed to support 24/7 operations.
- Valid California driver's license required.
What You'll Get:
- The starting salary range for this role is $95,000-$110,000 annually, commensurate with experience.
- Reimbursement for Travel Expenses (as applicable, per Company policy guidelines)
- Paid Time Off / Vacation / Paid observed Holidays (Accruals start at 1.25 Days a Month, 4 Floating Holidays, 9 Paid Observed Holidays)
- Benefits: Further program information can be found here at HertzBenefits.com. To include, but not limited to:
- Up to 40% off the base rate of any standard Hertz Rental.
- Medical, Dental & Vision plan options.
- Life Insurance: (Hertz-paid Basic Life Insurance provides coverage equal to one-times your base annual pay, at no cost to you).
- Retirement programs, including 401(k) employer matching: Hertz will match your contributions dollar for dollar on the first 3% you contribute and 50 cents per dollar on the next 2% you contribute.
- Paid Parental Leave & Adoption Assistance
- Employee Assistance Program for employees & family.
- Educational Reimbursement & Discounts.
- Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness.
- Perks & Discounts - Theme Park Tickets, Gym Discounts & more.