Global International Quality Lead

Waymo•Phoenix, AZ

12d•$190,000 - $234,000•Hybrid

About The Position

Waymo is an autonomous driving technology company focused on building the Waymo Driver and scaling its autonomous fleet and operations platform. The Global International Quality Lead will drive global operational quality across international regions, vendor tiers, and outsourced BPO partners. This role follows a hybrid work schedule and reports to the Head of Remote Assistance & Vehicle Dispatch. The role is responsible for establishing an enterprise-grade quality framework and scoring standard, creating and maintaining standardized SOPs, process maps, and operational policies, and connecting engineering and safety specifications with field execution. It will use operational data, audits, and root-cause retrospectives to resolve process breakdowns, policy ambiguity, and service bottlenecks. The lead will oversee BPO quality triage and calibration, conduct Quality Business Reviews, coordinate operational change governance with cross-functional teams, and define quality metrics and analytics reporting for senior leadership. The position requires 10+ years of relevant experience and a bachelor's degree or equivalent practical experience. The expected base salary range is $190,000–$234,000 USD. The role includes 20% travel. Employees are also eligible for a discretionary annual bonus program, an equity incentive plan, and company benefits, subject to eligibility requirements.

Requirements

10+ years of experience in program management, process engineering, or quality leadership in a complex operational environment.
Senior program leadership experience structuring, launching, and scaling strategic initiatives across cross-functional teams and external vendor organizations.
Demonstrated mastery of process design and process-mapping software, such as Lucidchart, Miro, or Visio, including building SOP architectures from scratch.
Strong data-driven analytical skills, including extracting insights from complex operational metrics such as CSAT, CES, contact rates, and audit scores.
Experience in BPO or vendor management, including establishing quality calibration, auditing vendor triage, and managing global operational standards.
Bachelor's degree in Business, Operations, Industrial Engineering, or a related field, or at least 4 years of equivalent practical experience.

Nice To Haves

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

Responsibilities

Architect, launch, and govern a global quality framework and scoring standard across international regions, vendor tiers, and outsourced BPO partners.
Design and maintain a standardized global library of SOPs, process maps, and operational policies, connecting engineering and safety specifications with field execution.
Analyze operational data, conduct process audits, and lead root-cause retrospectives to address process breakdowns, policy ambiguity, and service bottlenecks.
Oversee vendor quality triage and calibration across BPO partners, and host regular Quality Business Reviews linking performance to SLAs and continuous-improvement roadmaps.
Partner with Product, Engineering, Safety, Legal, and Local Market Operations to manage dependencies, negotiate scope and timelines, and lead change control for operational updates.
Define operational metrics, including CSAT, CES, contact rates, and resolution accuracy; develop analytics dashboards and report quality insights to senior leadership.