Senior Manager, Technical Services & Support at Aurora Innovation

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Feb, 26

Salary

252000.0

Posted On

27 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Service Management, Leadership, Digital Transformation, AI, Automation, Analytics, Customer Experience, Team Building, Strategic Thinking, Communication, Collaboration, Problem Solving, Performance Optimization, ITIL, Change Management

Industry

Software Development

Description

Who we are Aurora’s mission is to deliver the benefits of self-driving technology safely, quickly, and broadly. The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone. At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge. For the latest news from Aurora, visit aurora.tech or follow us on LinkedIn. Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. Aurora’s Enterprise IT seeks a visionary leader to transform IT support into a strategic advantage to Aurora’s business and operations. This role will reimagine our support service model, embed AI and automation at scale, and cultivate high-performing, globally-distributed teams focused on outstanding service and user experience. This role reports to the Director of IT Support & Operations. In this role, you will 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. Required Qualifications 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. The base salary range for this position is $174K-$252K per year. Aurora’s pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits. #LI-SP1 #Mid-Senior Working at Aurora At Aurora, we bring together extraordinarily talented and experienced people united by the strength of our values. We operate with integrity, set outrageous goals, and build a culture where we win together — all without any jerks. Our Careers page provides insight into what it is like to work at Aurora, and you can find all the latest updates in our Newsroom. Commitment to inclusion Aurora considers candidates without regard to their race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law. Aurora considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at careersiteaccommodations@aurora.tech. For California applicants, information collected and processed as part of your application and any job applications you choose to submit is subject to Aurora’s California Employment Privacy Policy.

Responsibilities

Build and scale Aurora’s IT Support function to meet the evolving needs of a fast-growing workforce. Lead and inspire regional support teams to create a culture of continuous improvement and proactive problem-solving.