Voice of the Customer Project Manager, Customer Experience


  • Full Time

We're Cruise, a self-driving service designed for the cities we love.

We’re building the world’s most advanced, self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.

If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, join us.

The Customer Success team at Cruise is the primary human connection with our customers. In this role, you’ll be an early member of a critical team in a rapidly developing industry. As the VoC Data Intelligence for Customer Experience, you’ll be an expert on using disparate data sources to provide key data points of customer experience and develop mechanisms to inspire data-driven actions across multiple functions. You should have a passion for

storytelling and diving into the details. You should be customer obsessed and eager to understand how data points link to real-world customer experiences. People who thrive in this role will have a strong background in analytics, data presentation programming, think strategically, and be able to provide data-driven recommendations.


What you'll be doing:

  • Develop customer-focused models and deliver analyses to guide decision-making across functions such as product, marketing, operations, and customer support

  • Serve as a strategic thought partner to Customer Success leadership by surfacing key insights, providing recommendations on areas for improvement, and identifying gaps and inefficiencies in our data flows

  • Using structured and unstructured data to create visually appealing and digestible presentations, dashboards, reports, and ultimately, an internal website (Tableau/PowerBI) that will host near-real-time data analysis and VoC artifacts

  • Conducts moderately complex dashboard building, automated report generation, and SQL queries 

  • Works with data extraction, reporting, and analytics tools to validate and/or develop analysis and reporting to provide insight

  • Can be remote or work out of the SF and Scottsdale office


What you must have:

  • 4+ years of experience working in a customer-focused analytical capacity in areas such as business intelligence, data science, management consulting, or investment banking

  • Experience working quickly and proficiently with Business Intelligence (BI) tools and data warehouses such as Looker, Tableau, BigQuery, and Salesforce Einstein/dashboarding

  • Being a power user of Sheets, Slides, and Excel is required

  • Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, internal web pages, and reports

  • Experience with dataset, programming, querying, and reporting design required

  • Knowledge of SAS, SQL, SPSS, Python, R, or other related data analysis programs required

  • Knowledge of data visualization software like Microsoft Power BI and/or Tableau Blueprint

  • Knowledge of Data Warehouses, Data Lakes, and/or other data storage locations

  • Excellent written and verbal skills; ability to deliver impactful concise messages

  • Excellent interpersonal skills, networking, and relationship-building skills


Bonus points!

  • Experience with basic Salesforce Administration functions, such as editing the design of case flow, and updating role permissions

  • Previous experience with natural language processing of unstructured customer feedback data

  • Understanding of Machine Learning concepts

  • Previous experience in customer analytics, ride-hail, or high-tech

  • Passion for cutting-edge technology, especially within the AV industry

The salary range for this position is $116,400 – 171,000. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, restricted stock units, and benefits. These ranges are subject to change.

Why Cruise?

  • Our benefits are here to support the whole you:
    • Medical / dental / vision, AD+D and life insurance
    • Subsidized mental health benefits
    • One Medical membership
    • Flexible Spending Account 
    • Monthly wellness stipend
    • 401(k) match 
    • Paid time off: vacation, sick, public health emergency, jury duty, bereavement and company holidays. 
    • Paid parental, family care and medical leave
    • Family care benefits: fertility benefits, Dependent Care Flexible Spending Account (subsidized by Cruise).
    • Non-remote employees: Pre-tax Commuter Benefit Plan, healthy meals and snacks 
    • CruiseFlex – a working policy for US-Based Cruisers that lets you and your manager find what working style is best for you, whether it’s primarily in-person, primarily at home or a combination of home and in-office time.
  • We’re Integrated
    • Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.
  • We’re Funded
    • GM, Honda, Microsoft, T. Rowe Price & Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.
  • We’re Independent
    • We have our own governance, board of directors, equity, and investors. Our independence allows us to not just work on the edge of technology, but also define it.
  • We’re Vested
    • You won’t just own your work here, you’ll have the potential to own equity in Cruise, too. We are competing in a market that is projected to grow exponentially, which gives our company valuation room to grow.
    • Recurring Liquidity Opportunity (RLO) – a unique equity program where employees, both current and former, have the option to sell any amount of their vested equity on a recurring basis, currently quarterly.
  • We’re Safety Conscious
    • We integrate #staysafe, our top priority at Cruise, into our everyday work. Through our Safety Management System, every Cruiser is asked to do their part by reporting any potential issues or hazards they observe and making continuous improvements. You’ll be able to contribute to safety at Cruise, no matter your job function or title.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. 

We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email HR@getcruise.com.

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.

Vaccine Mandate. 

At Cruise, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #StaySafe culture transcends and informs all we do, and because of this, as of October 31, 2021 Cruise will be mandating COVID-19 vaccinations for all US-based Cruisers who need or want to access any of our US Cruise facilities and engage in any business travel — including attending any in-person Company-sponsored event. 

If you are unable to get a vaccine due to a medical condition, disability, or a strongly-held religious belief, Cruise will consider requests for an accommodation.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.