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.

This role follows a hybrid work schedule and reports to the Head of Remote Assistance & Vehicle Dispatch.

You will:

• Drive Global Quality Strategy & Frameworks: Architect, launch, and govern an enterprise-grade global quality framework and scoring standard across all international regions, vendor tiers, and outsourced BPO partners to ensure consistent operational excellence.
• End-to-End Process Architecture & Standardization: Design and maintain a standardized global library of Standard Operating Procedures (SOPs), process maps, and operational policies, bridging gaps between engineering/safety specifications and field execution.
• Continuous Improvement & Root-Cause Retrospectives: Analyze complex operational data, conduct deep-dive process audits, and lead root-cause retrospectives to systematically resolve process breakdowns, policy ambiguity, and service bottlenecks.
• BPO Quality Leadership & Calibration: Oversee vendor quality triage and calibration across BPO partners, hosting regular Quality Business Reviews (QBRs) to tie quality performance directly to SLAs and continuous improvement roadmaps.
• Cross-Functional Change Governance: Partner with Product, Engineering, Safety, Legal, and Local Market Ops to proactively manage upstream and downstream dependencies, negotiate scope/timelines, and lead change control for operational updates.
• Quality Analytics & Leadership Reporting: Define key operational metrics (CSAT, CES, contact rates, resolution accuracy), develop analytics dashboards, and report strategic quality insights to senior leadership.

You have:

• 10+ years of experience in program management, process engineering, or quality leadership within complex operational environments (e.g., autonomous vehicles, logistics, commercial aviation, tech operations, or multi-tier BPO support)
• Proven Senior program leadership with a track record of navigating ambiguity to structure, launch, and scale strategic initiatives that span multiple cross-functional teams and external vendor organizations
• Demonstrated mastery of process design and process mapping software (e.g., Lucidchart, Miro, Visio), including building SOP architectures from scratch
• Data-driven analytical expertise, with strong skills in extracting insights from complex operational metrics (CSAT, CES, contact rates, audit scores) to drive business decisions
• Experience in BPO / vendor management, specifically establishing quality calibration, auditing vendor triage, and managing global operational standards
• Bachelor's degree in Business, Operations, Industrial Engineering, or a related field (or 4+ years of equivalent practical experience)

We prefer:

• Master’s Degree (MBA) or advanced degree in Industrial Engineering, Business Administration, or related discipline
• Professional process certifications such as Lean Six Sigma (Green/Black Belt) or PMP
• Technical analytical proficiency in SQL/PLX and data visualization platforms to build and maintain automated quality dashboards
• Track record of scaling immature operations into structured, mature global programs across multiple geographies and time zones
• Experience leveraging modern tools (such as LLMs, AI tooling, and advanced CRM workflows) to enhance support process efficiency and agent decision accuracy
• Background in Customer Support BPO operations within high-growth, high-complexity technology ecosystems

Travel

• 20%