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
Define and execute the global, multi-year strategic vision to transform: Waymo's partner & enterprise support organization into a tech-enabled, non-linearly scaling operation.
Lead the deployment of specialization to solve partner issues, deploy: innovative solutions, tools, automation and AI-driven strategies to empower Waymo’s partners to succeed and thrive while maximizing operational scale and quality.
Own the global organizational design, resource forecasting, KPI standards,: Quality standards and adherence for a 24/7 multi-channel, multi-language global support and service network to keep Waymo’s on the road.
Establish and govern safety-critical operational workflows across the entire: vehicle lifecycle, including strict regulatory compliance protocols and high-severity incident responses in tandem with emergency on-call teams.
Design and implement a robust "Voice of the Partner" feedback architecture: and data taxonomy to capture, analyze, and synthesize operational insights and trends that directly drive product improvements and support issue prevention.
Partner with multiple stakeholders including external partners, vendors, and: internal cross-functional teams: Product, Engineering, Strategy, Partnerships, Safety, Marketing, etc.
What they're looking for
- + years of professional experience leading B2B enterprise support, customer: operations in a high-stakes, rapidly evolving environment.
- Track record of successfully transforming and scaling global support: operations from manual MVP stages to mature, high-performing organizations.
- Proven experience leading and managing large-scale, multi-channel (voice,: chat, digital, in-product) and multi-language global teams operating 24x7.
- Exceptional cross-functional leadership skills with demonstrated success: influencing senior executive partners and driving alignment with Product, Engineering, and Safety team.
