Process Improvement Intern

Zoox’s internship program provides hands-on experiences with state of the art technology, mentorship from some of the industry's brightest minds, and the opportunity to play a part in our success. Internships at Zoox are reserved for those who demonstrate outstanding academic performance, activities outside their course work, aptitude, curiosity, and a passion for Zoox's mission.

As Zoox transitions from its R&D phase into a service-oriented business, the Process Improvement team within Fleet Operations plays a critical role in operationalizing and scaling the policies and procedures that support our Fusion Center teams. Our mandate spans both internal operational excellence and the end-to-end customer experience.

We evaluate and refine workflows across the entire Fusion ecosystem - from agent processes and customer-facing communications to the procedures that enable rapid cleaning, repair, and return-to-service for vehicles. Our team actively identifies operational inefficiencies, uncovers opportunities for improvement, and ensures all processes are captured in clear, robust, and actionable playbooks.

We are seeking a highly organized and detail oriented intern to support the development of Zoox Asynchronous Support ecosystem. In this role, you will build and maintain a Support Knowledge Base by creating clear, accurate internal documentation and customer-facing Help Center articles that empower riders to self-serve and enable our Fusion Center and Customer Experience teams to operate efficiently. You will partner with cross-functional stakeholders to validate content, uphold brand voice, and ensure documentation reflects current workflows and product capabilities.

Beyond content creation, you will conduct workflow analyses to identify process improvements, propose solutions, project manage improvements end-to-end and monitor key metrics to measure impact. You will also contribute to the design and iteration of chatbot workflows. This role is ideal for someone who is customer-obsessed, detail oriented, and excited to shape Zoox customer experience program and define scalable processes that delight end users.

Responsibilities

• Develop and maintain our Support Knowledge Base , including drafting, editing, and publishing clear, accurate internal process documentation for Fusion Center and Customer Experience teams.
• Create customer-facing Help Center articles to improve rider self-service, reduce inbound contact volume, and ensure content is easy to understand, up-to-date, and aligned with product capabilities.
• Partner cross-functionally to verify content accuracy, gather missing information, and ensure customer-facing content is aligned with branding and tone of voice.
• Support chatbot workflow development and iteration including mapping conversation paths, drafting responses, and performing QA to ensure the bot provides accurate and helpful guidance.
• Document Fused Workflows by converting fragmented, cross-functional workflows into single, end-to-end workflows to improve transparency and context amongst teams.
• Identify process gaps and inefficiencies across Fusion Center and Customer Experience workflows by conducting data pulls, analyzing trends, and summarizing issues for review.
• Develop clear, structured recommendations for process enhancements by outlining potential solutions, estimating impact, and preparing materials to support prioritization discussions.
• Coordinate and track operational improvement initiatives from scoping the project, managing project timelines, scheduling stakeholder alignment, documenting decisions, and ensuring follow-through on action items.
• Support reporting and operational analytics by pulling data, summarizing trends, and preparing readouts for leadership review.

Requirements

• Currently working towards an M.S.or advanced degree in Political Science, Economics or Business
• Good academic standing
• Able to commit to a 12-week internship beginning in May or June of 2026
• At least one previous industry internship, co-op, or project completed in a relevant area
• Ability to relocate to the Bay Area, California for the duration of the internship
• Interns at Zoox may not use any proprietary information they are working on as part of their thesis, any published work with their university, or to be distributed to anyone outside of Zoox

Bonus Qualifications

• Prior customer service experience is a plus
• Familiarity with Salesforce is a plus

The monthly salary range for this position is $5,500 to $7,500. Compensation will vary based on geographic location and level of education. Additional benefits may include medical insurance, and a housing stipend (relocation assistance will be offered based on eligibility).

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.