Escalation Manager, Emergency Response
Phoenix, Arizona, United States Full-Time Operations 3012
Escalation Manager, Emergency Response
- 3012
- On Site
- Phoenix, Arizona, United States
- Operations
- Full-Time
- Mid Career
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.
In this onsite role, you will report to the Head of Event Response and will be based in Phoenix, AZ.
You will:
- Receive emergency calls from individuals in distress and quickly assess the nature of the situation and gather situational awareness, essential information, and details about the emergency.
- Be on-call to provide guidance to teams to support them. Manage the escalations safely until help arrives and monitor emergency responder locations and status to ensure coordination and response to the emergency.
- Contribute and consult on technical decisions by analyzing trade-offs, understanding risks, and Return on investment.
- Lead the retrospective and rca process, including executive presentations, documentation and quality assurance.
- Lead and coordinate process improvement programs, tooling deployments and coordinate releases by being the release manager.
You have:
- Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
- Demonstrated skill in navigating sensitive customer interactions during high-stress or emotionally charged situations. This includes a record of de-escalation, compassion, and providing a win-win outcome.
- Proficiency in operating communication and computer systems necessary for accessing and updating information quickly.
- Proficiency in data analysis, presentation and data entry reviews.
- Availability for Rotating Shifts: You can work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage in the dispatch center.
We prefer:
- Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field shows proficiency in dispatch procedure
- Previous experience in a dispatching role
- Familiarity with dispatching software and emergency response protocols is also beneficial.
#LI-Onsite
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.)
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Some of our Benefits
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, gym membership, and special wellness programs.
Financial wellness
Your financial peace of mind is important to us. At Waymo, we offer competitive compensation, bonus opportunities, equity, employees provident fund, 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 26 weeks of paid leave for birthing parents and 18 weeks of paid leave for non-birthing parents.
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.
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, gym membership, and special wellness programs.
Financial wellness
Your financial peace of mind is important to us. At Waymo, we offer competitive compensation, bonus opportunities, equity, employees provident fund, 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 26 weeks of paid leave for birthing parents and 18 weeks of paid leave for non-birthing parents.
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.
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