Director, Market Support & Service

Waymo•Mountain View, CA

1d•Hybrid

About The Position

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 the Head of Ride Hail Operations.

Requirements

10+ years leading high-stakes operations in AVs, logistics, or related fields
Experience interfacing between field teams and centralized corporate functions
Proficiency monitoring live data to ensure service continuity and safety
Deep understanding of Service Quality (SQ) frameworks, reliability metrics, and rider experience.
Ability to identify trends and risks to drive process and tool optimizations
Track record in technical triage and cross-functional issue escalation
Experience enforcing safety protocols and reliability standards
Skill in translating field realities into feedback for central leadership

Responsibilities

Deliver Operational Continuity: Provide real-time operational support to partner and Waymo owned and operated markets to ensure continuity of service, safety, performance, and service quality.
Interface Cross-Functionally: Serve as a primary operational interface between market teams and centralized functions including Enterprise Support and Demand Operations.
Own Service Quality: Monitor market-level Service Quality (SQ) performance including reliability, service smoothness, rider experience, safety adherence, and service recovery.
Analyze Systemic Risks: Act as the voice of operations by identifying trends, recurring issues, systemic risks, and service gaps across markets.
Generate Strategic Insights: Proactively surface insights that inform continuous improvement, tooling enhancements, process optimization, and service quality stabilization.
Monitor Live Performance: Monitor live operational data, alerts, service indicators, and demand signals to identify emerging issues and service degradation.
Triage Technical Issues: Support early triage and escalation of operational and technical issues in coordination with cross-functional teams to minimize service disruption.
Enforce Safety Standards: Reinforce consistent execution of safety protocols, FD&R standards, service reliability commitments, and customer experience expectations.
Communicate Market Feedback: Ensure market feedback, operational constraints, customer sentiment trends, and field realities are clearly communicated into Waymo central teams.
Lead Launch Readiness: Support operational readiness planning for large-scale events, launches, and high-visibility deployments to ensure stability and service excellence.
Synthesize Customer Voice: Partner with Rider Support and analytics teams to translate Voice of the Customer insights into actionable operational improvements.

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume