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 Director of our Operations Center and will be based in Phoenix, AZ.

You will:

• Serve as the central escalation point for all high-priority operational issues across Waymo-owned and partner operations. Immediate and initial incident escalation point of contact and incident leader, responsible for making safety driven judgement calls on fleet and rider related issues. Apply real-time critical thinking and sound judgment to assess complex situations, make timely decisions, and drive swift resolution. Balance risk, safety, and operational continuity when prioritizing actions under pressure.
• Directly engage with Operations Center, local market leaders, Safety, Engineering, and executive stakeholders to align on immediate response actions. Provide clear, concise, and authoritative communication, ensuring all parties remain informed and aligned throughout escalations. Act as the single source of truth for status updates and escalation pathways. 
• Lead structured post-incident reviews, capturing root causes, corrective actions, and lessons learned. Translate findings into updated policies, workflows, and playbooks that strengthen future responses. Proactively identify recurring trends and propose improvements to operational systems and processes. Lead daily shift and weekly reporting for notable and significant events, ensuring appropriate follow-up. Provide feedback to product/quality teams and consult on technical decisions by analyzing trade-offs, understanding alternative risks, and benefits. 
• Maintain mastery of Waymo’s workflows, tools, and escalation protocols, ensuring knowledge is retained in-house and updated in real time. Standardize escalation playbooks and decision frameworks to ensure consistent application across all markets and partners. Safeguard compliance with company standards, safety requirements, and regulatory obligations. Coordinate launches and releases with the vendor teams, ensuring effective change management and vendor performance tracking for newly added procedures and capabilities. 
• Model resilience, composure, and decisive leadership in high-pressure situations. Reinforce a culture of accountability, safety, and operational excellence by setting the standard for escalation handling. Prioritize the safety of riders and community in all decisions and nurture with vendor partners a strong safety culture. Act as a trusted advisor to leadership, while coaching and supporting frontline teams during and after escalations.

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
• Proven experience in high-pressure operational environments such as network operations, aviation, emergency response, or critical infrastructure.
• Strong real-time decision-making and critical thinking skills with the ability to weigh safety, risk, and operational continuity.
• Exceptional communication skills—able to provide clear, concise, and authoritative direction to cross-functional teams. Extremely strong verbal and written communication skills are essential for handling de-escalation, problem solving in high distress/complex situations and documenting/investigating findings. Executive Level presentation skills.
• Demonstrated ability to lead post-incident reviews and embed lessons learned into workflows and playbooks.
• Deep operational awareness with the ability to quickly assess and prioritize competing issues.
• Strong emotional intelligence, composure, and resilience in high-stakes scenarios.
• Experience with workflow management tools, escalation systems, and knowledge management practices. Proficiency in operating communication and a variety of SW tools and emergency response protocols and interpreting large sets of data to extract trends and analysis. 
• Ability to work collaboratively with diverse stakeholders, while maintaining authority during escalations.
• Demonstrated skill in navigating sensitive customer interactions during high-stress or emotionally charged situations.  This includes a proven record of de-escalation, compassion, and providing a win-win outcome. 
• The ability to multitask effectively is crucial, as dispatchers often need to handle multiple calls and tasks simultaneously while remaining calm under pressure.
• Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage to support the operations.

We prefer:

• Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field demonstrates proficiency in dispatch procedure
• Experience in Leading Command Center/Dispatching:  Previous experience as a leader in emergency role is preferred, as it provides a foundation for handling emergency calls and coordinating with emergency responders effectively.
• Previous Law enforcement or emergency services experience: this will provide proven experience and training in de-escalation and handling distressed scenarios.
• Some Autonomous vehicle or ride-share experience will be nice-to-have

Travel requirement:

• 15% of the time for team meetings, vendor site visit or other operations need