Senior Business Pgm, Operations Customer Strategy

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.

Ops Customer Strategy is a strategic role responsible for developing the Customer strategy for operational controllables.

In this hybrid role you will report to the Director of the Operations Center.

In this role you'll:

• Develop and implement a comprehensive customer strategy that aligns with product timeline and requirements. Drive global growth and profitability across markets by guiding commercialization and ensuring operational excellence.

• Develop the customer roadmap journey that reflects their preferences and goals from the provided service. Ensure customer strategy is being shaped to account for new global trends. Provide distinct customer experience to achieve organic growth, increase loyalty, and create long-term value.

• Ensure that strategic programs meet quality standards through control processes, such as, conducting market research, documenting project activities, and maintaining high-level deliverables.

• Find and address operational risks by implementing risk management processes and prioritizing projects.

• Work with teams to plan and implement operational improvements that support scalable business growth.

• Identify new partnership opportunities and negotiate contracts to maximize value for the business.

• Partner with other operations teams to ensure fast response to safety and security threats, providing communication and progress reports.

• Address challenges that may impair our ability to meet goals and guide prioritization of enablers for customer support improvement

• Lead operations intelligence programs to improve customer and community experience, influencing teams.

• Motivate & lead teams

At a minimum, we'd like you to have:

• Bachelor's Degree in business or related fields

• 10+ years of experience in operations strategy, with at least 5 years leading strategic programs within organization

• Ability to adapt to changing customer expectations and preferences, applying market trends and collected data

• Analytical experience building and analyzing models using multiple statistical tools

• Program management experience

It's preferred if you have:

• Management Consulting leadership experience improving customer experience

• Master in Business Administration

• Passionate about people and customers

#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

$180,000-$227,000 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.)