Job Title: Operations Associate – Incident Management
Location: Milford, Michigan
Job Type: W2 Long-Term Contract
Expected hours per week: 40 hours
Schedule: Onsite
Pay Range: $35-42.50 an hour
Job Description:
This role is a technical operations leadership position responsible for overseeing a troubleshooting team supporting autonomous vehicle fleet operations, ensuring high-quality issue resolution and maintaining fleet uptime. The role focuses on managing incident triage, developing processes (SOPs/SLAs), and collaborating with cross-functional engineering teams to drive reliability and continuous improvement. Ideal candidates bring strong leadership experience in technical operations environments, with the ability to handle high-pressure incidents, analyze data, and support evolving autonomous vehicle systems.
- Lead and develop the Troubleshooting Expert team, providing day?to?day supervision, coaching, performance feedback, and clear priorities to ensure high?quality technical support and fleet uptime.
- Foster GM’s Safety First culture across troubleshooting operations, ensuring all activities prioritize safety, follow safe work practices, and support safe AV operation in the field.
- Oversee and guide developmental troubleshooting activity for technical issues, ensuring clear triage, accurate categorization, and thorough documentation of failures, mitigations, and resolutions.
- Support fleet uptime targets (e.g., >90% uptime) through proactive monitoring of dashboards to identify trends encountered during calibration, launch, and on-road operations.
- 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 (e.g., 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 requests and debug events of interest, including querying logs, validating hypotheses, and testing new features or fixes prior to rollout to refine behavior and mitigate regressions.
- Maintain adequate support coverage, including filling gaps in coverage as needed, occasionally responding to duty locations outside the primary facility, and supporting mitigation and containment plans for major events.
- Promote a culture of continuous improvement, using metrics, incident reviews, and feedback from operations, technicians, and engineers to refine processes, tools, and training across troubleshooting operations.
Benefits: Medical, Dental, Vision, PTO & 401K
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