Customer Service Quality & Escalations Program Manager
Waymo is an autonomous driving technology company with the mission to be the world's 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’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ 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 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 Senior Business Program Manager, Operations Customer Strategy
You will:
- Manage a program to improve the quality of Waymo’s service for riders - analyze feedback & data on the customer experience, share insights with cross-functional partners to improve the customer journey, and maintain a roadmap to track progress
- Lead customer experience focused reporting cadences - own reporting cadences to ensure bring visibility to the customer experience and create accountability across teams
- Own programs to fix key rider issues - drive cross-functional progress against key areas for improvement
- Develop Escalation programs to enable top-level service as Waymo scales - refine current program for executive escalations and expand investigations capability to support additional needs
- Collaborate - Work cross-functionally with Product, Engineering, Legal, and other teams to improve operations
- Communicate - Present goals and progress to executive leadership
You have:
- Bachelor's Degree in business or related field
- 7+ years in consulting, operations strategy, or similar fields
- Program management & stakeholder management expertise
- Excellent written and verbal communication abilities
- Strong analytical and problem-solving skills
- Passion for delivering exceptional customer experiences
We prefer:
- MBA
- Experience within an operations or strategy org at a tech company
- Experience with global contact centers
- Eagerness to build playbooks and processes for scale
- Data-driven decision maker
- Excited about applying innovation and AI
The expected base salary range for this full-time position across US locations 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. Your recruiter can share more about the specific salary range for the role location or, if the role can be performed remote, the specific salary range for your preferred location, during the hiring process.
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.
