Partner & Enterprise Support Lead
About this role
Defining and executing a global strategic vision forms the core of daily operations, transforming partner and enterprise support into a tech-enabled network. Leadership focuses on deploying innovative tools, automation, and artificial intelligence strategies to empower partners while managing a 24/7 multi-channel, multi-language global support ecosystem. Reporting to the Director of Market Support and Service, the position involves governing safety-critical operational workflows, establishing strict regulatory compliance protocols, and handling high-severity incident responses.
Building out resource forecasting, organizational design, and key performance indicators requires extensive cross-functional collaboration with product, engineering, safety, and external vendor teams. Ideal candidates bring significant professional background in leading complex B2B enterprise support organizations through periods of rapid scaling and transformation. Success in the role demands an analytical mindset capable of translating Voice of the Partner feedback into actionable product improvements and preventative issue resolution.
What you will do
- Define and execute the global, multi-year strategic vision to transform the partner and enterprise support organization into a tech-enabled, non-linearly scaling operation.
- Lead the deployment of specialization to solve partner issues, utilizing innovative solutions, tools, automation, and AI-driven strategies to maximize operational scale and quality.
- Own global organizational design, resource forecasting, KPI standards, and quality adherence for a 24/7 multi-channel, multi-language support network.
- Establish and govern safety-critical operational workflows across the vehicle lifecycle, incorporating strict regulatory compliance protocols and high-severity incident responses.
- Design and implement a robust feedback architecture to capture and synthesize operational insights that drive product improvements and prevent support issues.
- Partner with external vendors, internal cross-functional teams including product, engineering, strategy, partnerships, safety, and marketing.
What you need
- Bring fifteen or more years of professional experience leading B2B enterprise support and customer operations in high-stakes, rapidly evolving environments.
- Demonstrate a track record of successfully transforming and scaling global support operations from manual MVP stages to mature organizations.
- Possess proven experience leading and managing large-scale, multi-channel and multi-language global teams operating 24x7.
- Show exceptional cross-functional leadership skills with demonstrated success influencing senior executive partners and driving alignment.
- Exhibit extensive experience establishing performance governance, including complex SLAs, automated routing rules, and centralized quality assurance frameworks.
- Hold a bachelor's degree in business, engineering, operations, or equivalent practical experience.
Nice to have
- Experience managing operations or support inside the autonomous vehicle, advanced robotics, ride-hailing, or safety-critical technology sectors
- Direct experience deploying and managing AI/ML support integrations such as GenAI-driven knowledge engines, predictive routing, or automated ticket classification
- Proven success leading support frameworks globally, including designing regional pods and adapting processes to regulatory landscapes
- Exceptional people leadership and management skills
- Master's degree in Business Administration, Engineering, or a related technical field
Benefits
- Discretionary annual bonus program
- Equity incentive plan
- Company benefits program
Skills and tech stack
Questions candidates ask
What is the expected salary range for this role?
The expected base salary range for this full-time position across US locations is $226,000 to $278,000 USD. Actual starting pay is based on job-related factors including exact work location, experience, relevant training, education, and skill level.
What kind of travel is expected for this position?
Travel to partner-run fleet operations and test validation operations is required, up to 25 percent.
Who does this position report to?
This role will report to the Director of Market Support & Service.