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Program Manager Quality, Customer Service

Hyderabad, Telangana, India Full-Time Operations 3063

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Program Manager Quality, Customer Service

  • 3063
  • On Site
  • Hyderabad, Telangana, India
  • 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.

You will report to the Head of Global Waymo Support and Operations Intelligence and will be based in Hyderabad, India.

You will:

  • Contribute to Support / Call Center programs by developing and realizing an overall quality program, defining scope of work, understanding requirements, implementing new processes, and contributing to ongoing operational process improvements.
  • Support training development and propose improvements both to training and SOPs in order to maintain or exceed quality standards.
  • Identify areas of opportunity within the quality program, striving for improvement in the team's ability to resolve customer and driver issues
  • Continuous improvements of vendor processes named in the contracts to maintain or exceed quality standards.
  • Partner to create contracts and SOWs which ensure delivery, and tie quality to Service level agreements.
  • Design and develop quality dashboards and track and report out Customer Support quality insights to other teams.
  • Oversee vendor quality assessment in partnership with the vendor team, ensuring consistency of standards and scoring implementation
  • Host and lead regular quality business reviews and partner with teams both locally and globally to improve against topline metrics.
  • Work with remote teams spanning multiple geographies and time zones

You have:

  • At least 5 years experience in program management, managing quality programs, strategic planning, customer support and analytics.
  • Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, quality, strategy, and analytics
  • Experience applying project management tools
  • Ability to travel 10%, or as business demands.
  • Experience developing processes and quality standards

We prefer:

  • 6+ years experience developing and executing multiple vendor partnerships for a single operation
  • 6+ years experience leading outsourcing engagements, experience scaling outsourcing engagements and bringing operations to commercialization
  • Masters Degree in Business Administration or related business certifications
  • Experience with Customer Support / call center BPO, outsourced contract labor, or other related operational management,
  • Experience with RFQ, RFP, SOWs and creating contracts

 

#LI-Hybrid

The expected base salary range for this full-time position 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.  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
₹4,500,000—₹5,400,000 INR

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.)

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.

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