General Manager - Global Rider Support Operations (Onsite

We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. As we rapidly expand our commercial ride‑hailing service, delivering a flawless, safe, and intuitive experience for every rider is mission‑critical.

As the General Manager of Global Operations, you will serve as the senior site leader and strategic architect for our customer service network. You will own the vision, strategy, and day‑to‑day execution of a large‑scale, multi‑tiered support organization — spanning in‑house specialists and global BPO partners across multiple markets and time zones.

Your mandate is twofold: deliver an unparalleled rider experience that drives repeat usage and revenue growth, while rigorously optimizing the cost‑to‑serve through automation, process refinement, and operational excellence. Operating at the intersection of customer experience, fleet operations, and product engineering, you will translate rider signals into systemic improvements that shape the future of autonomous mobility.

This is a strategic leadership role for an executive who can set a multi‑year vision, influence at the highest levels of the organization, and build a world‑class operation as the business scales.

• Set the long‑term vision. Define and own the multi‑year (1–5 year) strategic roadmap, aligned to company‑wide expansion goals, revenue targets, and the evolving autonomous mobility landscape.
• Shape enterprise strategy. Contribute to broader operations and commercial strategy as a member of the senior leadership team; anticipate how market expansion, fleet growth, and product evolution will reshape support needs — and get ahead of them.
• Drive organizational transformation. Architect the operating model, organizational design, and capability roadmap required to scale support from a growing service into a global, always‑on operation.
• Champion innovation. Identify and sponsor emerging capabilities — AI‑assisted resolution, predictive support, and self‑service — that redefine what rider support can be and position as the category benchmark.
• Report and influence at the top. Represent Rider Support in executive and board‑level forums; translate operational performance into clear business narratives and secure investment for strategic initiatives.

• Turn support into a growth engine. Reposition the function from a cost center into a driver of retention and revenue. Lead initiatives that recover at‑risk riders, grow rider lifetime value (LTV), and maximize trip completion rates.
• Own the voice of the rider. Act as the ultimate advocate for riders across the company, converting support insights into influence over app design, vehicle features, pricing, and routing logic.
• Protect and grow trust. Ensure every interaction reinforces confidence, directly supporting brand equity and adoption in new and existing markets.

• Architect an efficient footprint. Build a scalable operating model that leverages AI routing, self‑service automation, and strategic offshore/nearshore BPO partnerships to lower cost per contact without compromising quality or safety.
• Own capacity & workforce strategy. Direct capacity planning and workforce management to ensure SLA adherence through peak demand, new‑market launches, and rapid volume growth.
• Institutionalize continuous improvement. Embed Lean/Six Sigma discipline and data‑driven problem solving to eliminate friction at its root and continuously raise the bar on efficiency and quality.

• Lead at scale. Manage a large, distributed workforce of support specialists, team leads, and operations managers across multiple sites and partners.
• Build the bench. Develop leadership pipelines, succession plans, and continuous skill development so the organization scales its talent as fast as its footprint.
• Set the culture. Serve as the senior site leader, fostering a culture of accountability, empathy, safety, and high performance that reflects our mission and values.

• Part…