Senior Manager, Customer Support (Voice of the Customer)

Aurora

HybridPosted July 29, 2026

About the role

Aurora is building a transportation ecosystem powered by safe and scalable self-driving technology. We are seeking a Senior Manager, Customer Support to lead our Voice of the Customer (VoC) program. Reporting to the Head of Support, you will ensure that customer pain points expressed in support interactions become prioritized signals for Product, Engineering, Safety, and other cross-functional partners, and you will relentlessly advocate for the most important issues to fix.

Senior Manager, Customer Support (Voice of the Customer)

Aurora

HybridPosted July 29, 2026

About the role

Senior Manager, Customer Support (Voice of the Customer)

Aurora is building a transportation ecosystem powered by safe and scalable self-driving technology. We are seeking a Senior Manager, Customer Support to lead our Voice of the Customer (VoC) program. Reporting to the Head of Support, you will ensure that customer pain points expressed in support interactions become prioritized signals for Product, Engineering, Safety, and other cross-functional partners, and you will relentlessly advocate for the most important issues to fix.

Responsibilities

Build and run the VoC program: establish a closed-loop system to capture, analyze, and act on customer feedback; start as an individual contributor and grow to lead a small, high-leverage team.
Serve as the connective tissue between Support, Product, Engineering, Safety, and other teams; translate customer voice into clear, prioritized insights for leadership.
Develop deep expertise on end-to-end customer journeys for various personas and identify where the experience breaks down.
Design processes to identify root causes of customer contacts; build workflows that combine support inputs with AI verbatim analysis.
Drive analyses and partner with analytics teams to deliver in-depth data insights; evaluate criticality and business impact of pain points.
Present customer pain points to senior leadership with high-impact data and journey storytelling; tailor the lens to audience.
Advocate for cross-functional improvements; drive prioritization of customer-impacting fixes and track impact back to customers.
Collaborate

Responsibilities

Build and run the VoC program: establish a closed-loop system to capture, analyze, and act on customer feedback; start as an individual contributor and grow to lead a small, high-leverage team.
Serve as the connective tissue between Support, Product, Engineering, Safety, and other teams; translate customer voice into clear, prioritized insights for leadership.
Develop deep expertise on end-to-end customer journeys for various personas and identify where the experience breaks down.
Design processes to identify root causes of customer contacts; build workflows that combine support inputs with AI verbatim analysis.
Drive analyses and partner with analytics teams to deliver in-depth data insights; evaluate criticality and business impact of pain points.
Present customer pain points to senior leadership with high-impact data and journey storytelling; tailor the lens to audience.
Advocate for cross-functional improvements; drive prioritization of customer-impacting fixes and track impact back to customers.
Collaborate

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