Head Of Global Customer Support And Operations Intelligence

Waymo is an autonomous driving technology company with the mission to be the 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 mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo One, a fully autonomous ride-hailing service, and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over one million rider-only trips, enabled by its experience autonomously driving tens of millions of miles on public roads and tens of billions in simulation across 13+ U.S. states.

Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. From component sourcing to end customer management, we enable and create value for Waymo through scaled and orchestrated deployment of the Waymo Driver. At Waymo, we are dedicated to building a culture that promotes inclusivity and celebration. We value diverse backgrounds, perspectives, and experiences; recognize that inclusive actions lead to equitable outcomes; and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

You'll report to the Director of the Operations Center and can be based out of Mountain View, CA; San Francisco, CA; Los Angeles, CA; Phoenix, AZ or Austin, TX.

In this role you'll:

• Provide strong, dynamic leadership to diverse set of teams offshore, driving a global mindset, and delivering a high-level of support to ensure a world-class customer experience to B2B and B2C customers

• Build strong partnerships with several stakeholders to drive aligned vision, prioritization, and accountability

• Partner with other operations teams to ensure fast response to safety and security threats to our riders and community, providing structured communication and reports of initiatives progress.

• Be responsible for translating the Customer Support vision and strategy to set direction for each function

• Proactively, anticipate, identify, and resolve challenges that may impair the organization's ability to meet its strategic, financial, and technical goals and drive prioritization of enablers for customer support improvement

• Design, change and regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives

• Make technology decisions based on research and cross-functional collaboration to set up new teams to successfully

• Planning and presenting to executive leadership business objectives for Customer Support and operations Intelligence organization

• Manage vendor relationships, adjusting and building service level agreements to respond to autonomous vehicle service needs in different business models

• Work closely with cross functional teams to gather requirements, articulate new product features and experiences, and gain alignment from key stakeholders

• Maintain professional and technical knowledge by tracking emerging trends in each function

• Be responsible for finance and budgets for Customer Service and Operations Intelligence, automating and decreasing cost where necessary, without sacrificing internal and external customers experience

• Drive customer experience and operations intelligence innovations and foster a culture of excellence

• Manage a team of full-time employees and relationship with vendor partners embracing and upholding Waymo Values into the entire group

At a minimum we'd like you to have:

• Bachelor's Degree in business or related fields

• 8+ years of experience leading a Global Customer Service organization

• Experience in a strategic leadership position managing diverse Customer Service functions and/or a data-driven customer focused organization

• Experience leading workforce management teams in a complex, multi-skill call center

• Analytical experience building and analyzing models using various statistical tools

• Program management experience and ability to drive priorities / results

• Experience managing offshore teams

It's preferred if you have:

• 10+ years of related people management experience

• MBA

• Passionate about people and customers; innovative approach towards customer experience

• Experience in Customer Experience focused roles in Consulting firms

While at Waymo, you will enjoy benefits that cover…

Health and wellness: Our people are at the heart of everything we do. At Waymo, you can enjoy top-notch medical, dental and vision insurance, mental wellness support, a Flexible Spending Account (FSA), a Health Saving Account (HSA), and special wellness programs.

Financial wellness: Your financial peace of mind is important to us. At Waymo, we offer a great compensation package, bonus opportunities, equity, a generous 401(k) plan, 1-on-1 financial coaching, a 529 College Savings Plan and lots of other perks and employee discounts.

Flexibility and time off: Take the time you need to relax and recharge. Enjoy the flexibility to work from another location for four weeks per year. We support an on-site or hybrid work model and offer remote working opportunities, paid time off, bereavement, sick, and parental leave.

Supporting families: When it comes to growing your family or caring for your loved ones, you have our full support. Enhanced leave options include paid parental leave (birthing parent gets 24 weeks of paid leave with up to 4 weeks of additional leave before their due date, and non-birthing parent gets 18 weeks of paid leave), and 20 days of subsidized backup childcare or adult/elder care.. Access to fertility care or adoption support as you grow your family.

Community and personal development: At Waymo, you'll find a range of opportunities to grow, connect, and give back. We offer education reimbursement, personal and professional development, mentorship, and other ways to connect through Employee Resource Groups (ERGs), other internal groups, and even time off to volunteer.

Cool perks: Access to Google offices, cafes, wellness centers, massages, and so much more. To support your wellbeing at home, you can enjoy at-home fitness and cooking classes, and more.

#LI-Hybrid

The expected base salary range for this full-time position across US locations is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Your recruiter can share more about the specific salary range for the role location or, if the role can be performed remote, the specific salary range for your preferred location, during the hiring process.

Waymo employees are also eligible to participate in Waymo's discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements.

Salary Range

$221,000-$281,000 USD

We appreciate your interest in Waymo. Waymo is an equal employment opportunity employer, committed to maintaining a supportive and inclusive workplace for all employees. Waymo does not discriminate against, and prohibits harassment of, any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, military status, genetic information or any other basis protected by applicable law. Waymo will also consider for employment qualified applicants with criminal records in accordance with applicable law. Waymo is committed to ensuring equal opportunity for qualified individuals with disabilities. If you are an individual with a disability and require an accommodation to participate in the application or interview process, please let the recruiting team know or email waymo-candidatesupport@google.com. (This email address is intended to be used only for requesting accommodations as part of the application process. Other inquiries will not receive a response.)