Aurora · 20 hours ago
Senior Manager, Technical Services & Support
Mountain View, CA
Full-time
Onsite
Senior Level, Lead/Staff
$174K/yr - $252K/yr
12+ years expAurora is focused on delivering self-driving technology and seeks a visionary leader for their Enterprise IT. The role involves transforming IT support into a strategic advantage, implementing AI and automation, and leading globally-distributed teams to enhance service and user experience.
AutomotiveAutonomous VehiclesElectric VehicleTransportation
Responsibilities
Build and scale Aurora’s IT Support function to meet the evolving needs of a fast-growing, distributed workforce and operations in delivering a seamless, automated, and data-driven employee experiences
Lead, coach, and inspire regional support teams to operate with accountability, curiosity, and technical excellence—creating a culture that thrives on continuous improvement and proactive problem-solving
Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents, intelligent routing, knowledge mining, predictive analytics) that improve efficiency, quality, and user satisfaction
Define, measure, and optimize key performance indicators, such as first-contact resolution, customer satisfaction, and automation coverage, and shape the future of IT service delivery
Collaborate with Engineering, Security, HR, and other cross-functional teams to ensure a frictionless, secure, and high-impact support experience for all Aurora workforce
Own the Technology services and IT Support roadmap, ensuring scalability, reliability, and alignment with Aurora’s business priorities, growth trajectory, and commitment to operational excellence
Qualification
Required
12+ years of experience in IT Support or Service Management, including 6+ years in leadership roles managing global or multi-site teams within high-growth, complex environments
Proven success driving large-scale service transformations and digital modernization initiatives, ideally integrating AI, automation, and analytics into support operations
Strong command of IT service delivery best practices and frameworks (e.g., ITIL), with a focus on measurable improvement and customer experience
Proven ability to attract, develop, and retain top talent, building diverse, high-performing teams that deliver impact at scale
Strategic thinker and operator, comfortable balancing long-term vision with tactical execution and thoughtful change management
Exceptional communicator and collaborator, able to influence senior leaders, align cross-functional priorities, and champion a customer-obsessed mindset across the organization
Benefits
Annual bonus
Equity compensation
Benefits
Company
Aurora
Aurora is building self-driving technology to operate multiple vehicle types, from freight-hauling trucks to ride-hailing passenger ones.
1001-5000 employees
H1B Sponsorship
Aurora has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (51)
2023 (91)
2022 (77)
2021 (38)
2020 (51)
Funding
Current Stage
Public CompanyTotal Funding
$4.19BKey Investors
UberSequoia Capital
2024-08-01Post Ipo Equity· $483M
2023-07-19Post Ipo Equity· $820M
2021-11-04Post Ipo Equity· $1.8B
Leadership Team
Chris Urmson
CEO and co-founder
Sterling Anderson
Co-Founder & CPO
Recent News
2025-12-24
Company data provided by crunchbase