Senior Manager, Autonomy Support

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 500,000 autonomous rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us. In order to support our goals for safe operations and continued autonomy development, we are looking for a manager for the autonomy support team. The autonomy support team is responsible for transforming data from the field into meaningful data such as operational issues, and further defining them into unique measurements to identify and track moving forward. The support team identifies the operational issues and triages them to the root cause to aid the site lifecycle managers the ability to lead development teams to solve operational issues and drive the roadmap.  As the fleet expands and the volume of driving data generated by field software scales, the team’s current processes are no longer built to support this growth. This role is a transformation hire — responsible for redesigning how field data is ingested, triaged, justified, and tracked end-to-end through to verified resolution in the field.  For this role, Hybrid means that candidates would be expected to be able to come into the office in Ann Arbor as needed. The candidate would work remotely most of the time with reliable internet access and no limit on data upload/download quantity. Essential Responsibilities You will focus on leading the Autonomy Support team and work hands-on with the team to achieve company goals; The work includes: Establish meaningful strategic, long-term business goals for the support team Own the end-to-end lifecycle of field issues – from discovery/detection and prioritization through fix deployment and field validations – ensuring issues are not closed without verified resolution and measurable impact Design and implement scalable processes for ingesting, categorizing, and triaging increasing volumes of field data from vehicle autonomy software; partner with data and tooling teams to automate workflows that cannot keep pace with fleet growth at a manual level Define and enforce issue qualification standards , establishing clear thresholds (e.g., severity, recurrence, data evidence) that determine when field observations are escalated into tracked engineering issues Build and maintain a systemic framework that enables support engineers to quantify issues with evidence-backed data , directly informing engineering prioritization and development focus Partner cross-functionally with Safety, Product, Operations, Customer Success, and Business Development to maintain stakeholder visibility and alignment throughout Partner with Operations during production incidents and assume ownership post-triage to drive coordination, escalation, communication, and resolution through closure Define and operationalize a clear incident response model (roles, ownership, escalation paths, and communication standards) to ensure consistent and predictable handling of production issues at scale. Lead end-to-end process redesign , identifying breakdowns in the current workflows, aligning the team on scalable approaches, and implementing systems that maintain rigor as support volume increases Develop and track the team’s KPI and OKRs and ensure metrics are adhered to, identify risks and opportunities for progress Own and drive the operating model between Fleet Operations and Autonomy , ensuring continuous alignment on priorities, clear translation of field performance into development inputs, and shared visibility across teams Develop & Maintain SLA with an on-call rotation for fleet support during non-core May Mobility hours.  Ability to use the debugging tools the support team uses to help in triaging complex issues in order to unblock team members and identify gaps in scaling processes Onboarding, continuous training and mentoring of the Autonomy Support team members Skills and Abilities Success in this role typically requires the following competencies: Data literacy - Ability to analyze large volumes of field data to identify patterns, trends, and systemic issues across support cases, and to translate data into