Manager, Fleet Command Center

The FCC Manager leads the Fleet Command Center (FCC) team, owning the day-to-day operations of the function and the performance, development, and well-being of the FCCOs and FCC Specialists who staff it. This role is accountable for rider safety and satisfaction, on-time fleet coverage, training quality, and continuous improvement of FCC processes. The FCC Manager is the senior escalation point for high-impact ridealongs and partners across Site Operations, Engineering, and Training to scale the function as the fleet grows.

Essential Responsibilities

• Team leadership: hire, onboard, coach, and develop a team of FCC Operators and FCC Specialists; conduct regular 1:1s, performance reviews, and career development planning.
• Operational ownership: own day-to-day FCC operations including shift coverage, escalation handling, on-call rotations, and incident response.
• Performance management: set team and individual KPIs, monitor performance, and drive accountability for safety, quality, and rider experience metrics.
• Training & enablement: partner with the Training team to design, deliver, and continuously improve the FCCO training program and certification standards; create ways for FCCOs to practice and improve performance.
• Escalation point: serve as the senior escalation point for high-level ridealongs, complex rider situations, and cross-functional decisions.
• Cross-functional partnership: work closely with Site Operations and Engineering to provide input and feedback on upcoming events, deployments, and new features.
• Scale & process improvement: identify, prioritize, and implement initiatives that improve efficiency and prepare the FCC for scale.
• Event coordination: lead FCC participation in upcoming events — build agendas, track progress, own next steps, and report status to leadership.
• Documentation: maintain daily summaries, SOPs, and the job descriptions for FCC employees and contracted operators.
• Workforce planning: manage staffing forecasts, schedules, and the FCC team budget.
• Culture: build and reinforce a culture of safety, accountability, communication, and continuous improvement.

Success in this role typically requires the following competencies:

• People leadership — able to hire, coach, develop, and hold a team accountable across multiple shifts and locations.
• Communication — clear and concise written and verbal communication with operators, peers, and senior leadership.
• Decision-making — sound judgment under pressure with the ability to make timely calls in ambiguous, time-sensitive situations.
• Operational excellence — designs and improves processes; tracks details and drives tasks to completion.
• Organization — manages competing priorities across multiple vehicles, lines of communication, and stakeholders.
• Stakeholder management — works effectively across all levels of the organization, including engineering, operations, and executive leadership.

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required Qualifications:

• 5+ years of experience in dispatching, logistics, transportation, or operations.
• 2+ years of direct people management experience, including hiring, performance management, and coaching.
• Experience in fleet coordination, route optimization, and operator communication.
• High school diploma or equivalent.

Desirable Qualifications:

• 7+ years of experience in operations, logistics, dispatching, or transportation, including 3+ years in a management role.
• Experience managing a 24/7 operations or command-center environment.
• Experience in autonomous vehicles, transit, rideshare, or similar fleet operations.
• Bachelor's degree or equivalent.

• Prolonged sitting
• Prolonged standing
• Prolonged computer use