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 mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states.
You will:
Evolve, lead, and drive world class performance of Waymo’s global B2B partner support model. This scope includes customer support for our Driven By Waymo fleet operator companies who manage and maintain Waymo autonomous vehicles engaged in commercial operation, and also our partner-led car validation testing of new hardware platforms and software builds.
- Build out the support model, design the strategy, align Key Performance Indicators (KPIs). Relentlessly execute with vendor and internal teams to exceed KPIs (including analyzing metric performance misses, developing process fixes, leverage the best 3P and internal technical solutions available (in partnership with Waymo’s engineering teams), influencing tool roadmap fixes, and driving metric success). This role is a mix of strategic design and daily, hands-on operations work.
- Innovate and drive the evolution of the program, ensuring the support model scales effectively with Waymo and our partner network to integrate new partner business models. This will include collaboration with our partner management team and partners themselves to understand their operational workflows and pain points. This will require onsite travel to locations where partner support is conducted, both domestically and internationally, to learn the operations of the business. This will also require assessing and planning for upcoming growth in Waymo partner programs. You will bring a background leveraging tooling solutions to optimize support.
- Define and execute the cadence of communications on program health and status with key stakeholders. Exhibit excellent communication skills, including: building polished decks and communications for an executive audience, taking detailed daily work and upleveling it for internal and external consumption and action, designing standard operating procedures to drive operational excellence.
- Act always as an accountable owner. Own the operational outcomes of this program. Own the strategy and the execution for Waymo partners and internal stakeholders.
You have:
- 5-8 years of experience in B2B/Enterprise-level customer/partner support as a vendor manager or program manager, preferably in the transportation and/or autonomous vehicle space.
- Proven track record of implementing improvements in a complex program, both as an individual contributor and as a member of a team or as a supervisor.
- Demonstrated ability to influence external partners and cross-functional stakeholders (Engineering, Product, Operations) to achieve strategic goals.
- Project management expertise and demonstrated experience and impact with past projects and programs.
- A bachelor’s degree or equivalent experience.
We prefer:
- A master's degree in a relevant technical or business field.
- Experience in leading B2B support in a high growth company.
- Experience directly improving an operation.
- Certification or deep experience in operational methodologies, such as ITIL. Certification or expertise in project management, such as PMP.
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.
Top Skills
What We Do
Waymo is an autonomous driving technology company with a mission to make it safe and easy for people and things to move around. With the Waymo Driver, we can improve the world’s mobility while saving thousands of lives. Waymo reaches out to candidates from official channels only (e.g. directly from @waymo.com email addresses, or through our recruiters or sourcers who are noted as such on LinkedIn). We do not contact candidates about career opportunities through instant messaging apps like Telegram, email addresses from domains other than waymo.com (such as Gmail addresses), direct messages on Twitter, Facebook, and Instagram, or text messages. Visit waymo.com to check out our official job listings.
