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 collaboration and celebration. We value our team members' unique backgrounds, perspectives, and experiences and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

In this hybrid role, you will report to the Head of Event Response.

You will:

• Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and internationally.    

• Improve real-time workflows for critical field events, integrate emergency protocols with Business Continuity Plans, and develop and implement strategies to optimize bandwidth during a market crisis.    

• Develop and maintain Emergency Action Plans, build, publish, and audit site-specific procedures and ensure all facilities have the required readiness equipment, redundancy, and tooling.    

• Serve as the primary liaison for Public Safety Answering Points including establishing specialized communication lines for planned and unplanned events    

• Coordinate the planning and mitigation for natural disasters, severe weather, and geopolitical risks, while driving continuous improvement leveraging tabletop exercises, full-scale drills, and post-event After-Action Reviews.    

• Continuously optimize paging, handoff processes, and crisis-throttling tools (such as suppressing or market-allocating incoming requests) to maximize agent bandwidth and prioritize events causing significant community impact during an active crisis.    

You have:

• 8+ years in operations, program management, emergency and disaster planning    

• 3+ years experience building, scaling, or managing global on-call programs, Business Continuity Planning, escalation pathways, or large-scale Emergency Response Teams    

• Bachelor’s degree in Emergency Management, Homeland Security, Public Policy, Operations Management, or a related field (or equivalent practical experience)    

• Deep knowledge of developing, publishing, and maintaining site-specific Emergency Action Plans and seamlessly integrating them into broader Business Continuity Plans    

• A proven track record of scaling emergency response teams, on-call programs, and escalation management frameworks across multiple domestic and international regions    

• Experience managing emergency response, incident management, or physical safety operations within a tech company, ride-sharing platform, autonomous vehicle (AV) company, or large logistics/fleet network    

We prefer:

• Background working directly with public safety agencies, emergency services (PSAPs), law enforcement, and city officials to coordinate safety efforts during major public events or crises    

• Certifications such as Certified Business Continuity Professional (CBCP), Associate Business Continuity Professional (ABCP), or structural frameworks like FEMA’s National Incident Management System (NIMS) / Incident Command System (ICS) (specifically ICS 100, 200, 700, 800)    

• Experience managing queue prioritization, tooling outages, and operational bandwidth (e.g., dynamically throttling or routing support requests by market during a localized crisis    

Travel:

• Up to 25% to visit ERT sites, occasional travel to Waymo HQ in MTV