Jason Yang

Experience

• 

  Hertz

  Jun 2006 - Oct 2009

  Assistant Manager

  - Fielded and resolved over 100 customer support issues per month, the highest in the local branch.- Achieved over 95% customer satisfaction rating, and awarded top customer satisfaction award for 8 quarters in a row from January 2007 to January 2009- Managed accounts with 10 insurance companies, 5 body shops, and 7 dealerships, and renegotiated contracts, resulting in $100,000 in annual savings.- Maintained and analyzed financial records for rental fleet depreciation to maximize utilization and achieved over 50% in profits each quarter in 2007 from the previous quarters in 2006 - Inspected car fleet for any damages, functionality, and ensured cars were in peak condition for customer satisfaction Show less

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  Ebay

  Jan 2010 - Aug 2014

  Ecommerce Retailer

  - Created, managed, and marketed a successful online retail store for over 4 years conducting over 9500 transactions, $150,000 in gross merchandise sales, and achieved Ebay PowerSeller status- Provided excellent customer support with an average response time of 20 minutes and over 70% first-time resolution rate- Implemented online CRM and inventory management software to help scale the business, leading to a 32% decrease in operational expenses- Achieved 28% YoY growth in bottom-line profits - Started and maintained a mailing list which increased repeat customers by over 150% Show less

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  K&P Auto Dismantlers

  Aug 2014 - May 2016

  Senior Account Representative

  - Managed PartsTrader department and trained 6 new hires, handling $4.8 million in accounts per year- Facilitated contracts between auto insurance companies and auto body shops procuring various auto parts for auto body repairs, producing over $3.6 million in annualized revenue- Established and maintained relationships with over 20 major car dealerships and auto body shop accounts totaling $120,000 in gross sales per account per year- Maintained an average of 20 minute response time for phone call inquiries on over 2,000 phone calls per month- Achieved Gold supplier status for PartsTrader with 4/5 star rating customer rating and averaged a 20 minute response time per quote online Show less

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  Cruise

  Jul 2016 - Feb 2024

  - Led cross-functional stakeholder reviews of quarterly product roadmap and business requirements to ensure alignment with company OKRs and track progress using KPIs.- Spearheaded an end-to-end initiative focused on achieving tool parity across all operations, including field operations, fleet management, and AV operations enabling the launch of the next-generation vehicle platform.- Created a Product Feature Implementation playbook that includes training, testing, communications, rollouts, and operator feedback, resulting in a 30% improved rollout time and a 25% reduction in onboarding training time.- Successfully launched over 20+ features across front line operations and fleet management tooling, empowering 500+ users to safely and efficiently manage 300+ driverless vehicles in three markets. - Delivered tooling for front line operations utilizing data insight which improved vehicle recovery events by 70%.- Achieved 100% issue triage across 30+ tools with 95% resolution time within Service Level Agreement. Show less - Managed and hired a team of seven Training Coordinators, overseeing training development, delivery, continuous improvement, and auditing for over 500+ operators across two markets to achieve scalability and efficiency.- Standardized onboarding and refresher training across two markets to ensure operators were trained on the latest automotive industry safety protocols, operational procedures, and data collection.- Drove transition of live audits program to remote reducing the time to audit over 500 operators by 50%. Show less -Completed 10+ projects including a fleet incident mitigation project to minimize autonomous vehicle incidents on the road, creation of SOPs & logistics for fleetwide sensor care project and next generation autonomous vehicle bringup for Test Operators-Testing tools liaison for Test Operators aligning requirements with test operationsManaged & organized data collection from Test Operators to engineering teams -Created a quarterly Troubleshooting drill to keep Test Operators up-to-date with current troubleshooting best practices-Assisted Marketing in sourcing & producing AV video maneuvers to highlight Cruise Autonomous self-driving technology-Conducted daily standups for 100+ Test Operators communicating updates to SOPs, testing protocols, new autonomous vehicle behaviors, & new testing tool updates Show less -Created, coordinated, & managed quarterly incident drills and quizzes on safety & operations-Created monthly reports on safety, operations, data collecting audits-Created training curriculum for QA Senior Test Specialist & conducted training for all audits including safety, operations, & tools-Sourced & produced maneuver of the week & needs improvement videos for weekly company-wide all hands-Conducted daily standups for 80+ Test Operators communicating updates to SOPs, testing protocols, new autonomous vehicle behaviors, & new testing tool updates Show less -Major contributor to updating safety & operations audit for Test Operators-Created, implemented & maintained auditing tools to track & organize auditing logistics-Created Incident Response Drill to keep Test Operators incident protocol knowledge up to date-Created, coordinated & executed all planning & logistics of data collecting audits-Created & maintained For Review process to escalate autonomous vehicle behavior issues to QA -Led fleet wide documentation project to update existing documentation to align with current operations-Conducted daily standups for 60+ Test Operators communicating updates to SOPs, testing protocols, new autonomous vehicle behaviors, & new testing tool updates Show less -Established training documentation to standardize training for all fleets-Designed training class curriculum for R&D testing -Created, coordinated & executed all planning & logistics for quarterly quizzes-Trained over 65+ Test Operators in safe driving practices, operations, & SOPs-Liaison between Test Operators & Engineering departments to updating & training Test Operators on the latest AV behaviors & new SOPs-Conducted daily standups for 40+ Test Operators communicating updates to SOPs, testing protocols, new autonomous vehicle behaviors, & new testing tool updates Show less

  • Senior Product Operations Manager II - Commercial Operations

    Oct 2021 - Feb 2024

  • Manager, AVTO Training & Quality - Commercial Operations

    Jul 2019 - Sept 2021

  • Project Manager

    Nov 2018 - Jul 2019

  • Operations Associate

    Mar 2018 - Nov 2018

  • R&D AV Testing Supervisor, Internal Ops

    Jul 2017 - Mar 2018

  • AVT Training Associate

    Mar 2017 - Jul 2017

  • AVT Shift Supervisor

    Nov 2016 - Mar 2017

  • AV Trainer

    Jul 2016 - Nov 2016