Global International Quality Lead
About The Position
Waymo is seeking a Global International Quality Lead to build and govern quality standards across international operations, vendor tiers, and outsourced BPO partners. The role will establish an enterprise-grade global quality framework and scoring standard, and create consistent operational processes that connect engineering and safety specifications with field execution. The position works across Product, Engineering, Safety, Legal, and Local Market Operations to manage operational dependencies and changes. It also leads quality analytics and reporting for senior leadership. The role follows a hybrid work schedule, reports to the Head of Remote Assistance & Vehicle Dispatch, and requires 20% travel.
Requirements
- 10 or more years of experience in program management, process engineering, or quality leadership within complex operational environments.
- Senior program leadership experience, including structuring, launching, and scaling strategic initiatives across cross-functional teams and external vendor organizations.
- Mastery of process design and process mapping software, such as Lucidchart, Miro, or Visio, including building SOP architectures from scratch.
- Strong analytical skills and experience using complex operational metrics such as CSAT, CES, contact rates, and audit scores to drive business decisions.
- 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 certification such as Lean Six Sigma (Green/Black Belt) or PMP.
- Technical analytical proficiency in SQL/PLX and data visualization platforms for building and maintaining automated quality dashboards.
- Track record of 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 Standard Operating Procedures, process maps, and operational policies.
- Analyze operational data, conduct process audits, and lead root-cause retrospectives to resolve process breakdowns, policy ambiguity, and service bottlenecks.
- Oversee vendor quality triage and calibration across BPO partners, and host regular Quality Business Reviews connecting quality performance to SLAs and 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, develop analytics dashboards, and report strategic quality insights to senior leadership.
Benefits
- Eligibility to participate in a discretionary annual bonus program.
- Eligibility to participate in an equity incentive plan.
- Generous Company benefits program, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
