The opportunity
Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to…
What you'll do
Drive Global Quality Strategy & Frameworks: Architect, launch, and govern an enterprise-grade global quality framework and scoring standard across all international regions, vendor tiers, and outsourced BPO partners to ensure consistent operational excellence.
End-to-End Process Architecture & Standardization: Design and maintain a standardized global library of Standard Operating Procedures (SOPs), process maps, and operational policies, bridging gaps between engineering/safety specifications and field execution.
Continuous Improvement & Root-Cause Retrospectives: Analyze complex operational data, conduct deep-dive process audits, and lead root-cause retrospectives to systematically resolve process breakdowns, policy ambiguity, and service bottlenecks.
BPO Quality Leadership & Calibration: Oversee vendor quality triage and calibration across BPO partners, hosting regular Quality Business Reviews (QBRs) to tie quality performance directly to SLAs and continuous improvement roadmaps.
Cross-Functional Change Governance: Partner with Product, Engineering, Safety, Legal, and Local Market Ops to proactively manage upstream and downstream dependencies, negotiate scope/timelines, and lead change control for operational updates.
Quality Analytics & Leadership Reporting: Define key operational metrics (CSAT, CES, contact rates, resolution accuracy), develop analytics dashboards, and report strategic quality insights to senior leadership.
What they're looking for
- + years of experience in program management, process engineering, or quality: leadership within complex operational environments (e.g., autonomous vehicles, logistics, commercial aviation, tech operations, or multi-tier BPO support)
- Proven Senior program leadership with a track record of navigating ambiguity: to structure, launch, and scale strategic initiatives that span multiple cross-functional teams and external vendor organizations
- Demonstrated mastery of process design and process mapping software (e.g.,: Lucidchart, Miro, Visio), including building SOP architectures from scratch
- Data-driven analytical expertise, with strong skills in extracting insights: from complex operational metrics (CSAT, CES, contact rates, audit scores) to drive business decisions
