Event Response Global Service Delivery Lead

Waymo•Mountain View, NY

3d•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.

Requirements

10+ years with program/vendor management in operations, strategy, and planning.
Bachelor's degree in business or related field or equivalent practical experience.
5+ years of Business process outsourcing experience
Demonstrate excellent problem-solving, critical thinking, and analytical skills with experience in applying project management tools
Strong verbal and written communication and interpersonal skills, with the ability to work with and influence cross-functional teams and external partners
Ability to deal with multiple conflicting priorities and stakeholder issues while driving towards pragmatic decisions/actions

Nice To Haves

8+ years experience leading outsourcing engagements, experience scaling outsourcing engagements and bringing immature operations to maturity
Masters Degree in Business Administration
Experience with Continuous Improvement Activities
Exceptional quantitative skills and understanding of supply & demand modelling

Responsibilities

Improve real-time workflows for critical field events, integrate emergency protocols with Business Continuity Plans, and implement strategy to optimize agent bandwidth during a market crisis.
Coordinate the planning and mitigation for natural disasters, severe weather, and geopolitical risks, while driving continuous improvement supporting tabletop exercises, full-scale drills, and post-incident reviews.
Build, publish, and audit site-specific safety procedures (evacuations, shelter-in-place, lockdowns, etc.) and ensure all facilities have the required readiness equipment, redundancy, and resiliency.
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team and Ops On-Call programs both domestically and internationally.
Continuously optimize paging, handoff processes, and crisis-throttling tools to maximize agent bandwidth and prioritize vehicles causing high community impact during an active crisis.
Serve as the primary liaison for Public Safety Answering Points (PSAPs) including supporting specialized communication lines during routine and major events.