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Head of Global Customer Support and Operations Intelligence

Waymo

Waymo

Customer Service, Operations
Phoenix, AZ, USA · Los Angeles, CA, USA · Mountain View, CA, USA · San Francisco, CA, USA · Austin, TX, USA · Multiple locations
Posted on Thursday, July 4, 2024

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.

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 reports of 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 our ability to meet 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 goals
  • Make technology decisions based on research and cross-functional collaboration to set up new teams 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 with cross functional teams to gather requirements, articulate new product features and experiences, and gain agreement from key stakeholders
  • Maintain 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, without sacrificing internal and external customers experience
  • Drive customer experience and operations intelligence innovations
  • 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 statistical tools
  • Program management experience
  • Experience managing offshore teams

It's preferred if you have:

  • 10+ years of related people management experience
  • Masters in Business Administration
  • Passionate about people and customers; innovative approach towards customer experience
  • Experience in Customer Experience-focused roles in Consulting firms

#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