WFM - Supervisor (RTM)
About The Position
We are seeking an analytical and decisive leader to step into the role of WFM RTA Supervisor. In this critical on-site role in Detroit, you will be responsible for overseeing the day-to-day Waymo RAD/ERT Support operations, ensuring optimal staffing levels, and maintaining seamless communication across multiple departments. You will report directly to the WFM RTA Manager and help execute the overarching workforce strategy. Because this role supports dynamic, high-stakes environments, we are specifically looking for professionals with a background in Autonomous Vehicle (AV) Operations or Emergency Response. Whether you are currently an Operations Team Lead looking to expand your career into Workforce Management, or an external candidate with a blend of emergency response and analytical experience, you will play a vital role in bridging our Client, Operations, and WFM teams.
Requirements
- 1–3 years of experience in a supervisory or lead capacity, such as an Operations Team Lead, Dispatch Lead, or Senior RTA.
- Strong proficiency in Google Sheets/Excel.
- Ability to read operational data and translate it into clear, immediate actions.
- Exceptional verbal and written communication skills, with the ability to communicate urgency calmly and effectively to cross-functional teams.
- High-level critical thinking skills with the ability to remain calm and make rapid, data-backed decisions in a high-pressure, incident-driven environment.
Nice To Haves
- Direct experience in Autonomous Vehicle (AV) Operations, Dispatch, or Emergency Response environments is highly preferred.
Responsibilities
- Serve as the primary on-site liaison between the Client, internal Operations teams, and the remote RTA team to ensure strict alignment on daily business goals and service level agreements (SLAs).
- Support the Waymo RAD/ERT Support operations from a resource and staffing perspective, ensuring all real-time delivery expectations are met during critical incidents.
- Partner with Operations Team Leads to proactively address coverage gaps, freeing them up to focus on their primary duties.
- Generate, analyze, and distribute daily Staffing Reports and RTA Analysis, managing intraday operational callouts directly.
- Assist the WFM RTA Manager in preparing data-driven operational updates for the Weekly Business Review (WBR), and present specific intraday metrics as needed.
- Identify immediate trends in volume fluctuations and handle times, escalating actionable recommendations to Ops and WFM leadership.
- Monitor real-time queues, schedule adherence, and service levels for high-priority AV and ERT channels throughout the shift.
- Execute contingency plans for unexpected volume spikes, system outages, or high absenteeism to ensure emergency response levels remain stable.
- Ensure the remote RTA team is effectively managing intraday performance and making rapid, real-time schedule adjustments.
- Supervise and provide daily operational guidance to a team of remote Real-Time Analysts (RTAs).
- Assist the WFM RTA Manager with training sessions to elevate the remote team’s understanding of AV operations and ground-level realities.
- Foster a culture of extreme ownership, accuracy, and high performance within the shift.
Benefits
- competitive industry salaries
- comprehensive benefits packages
- medical, dental, and vision insurance
- 401(k) with company match
- paid time off including vacation, sick leave, and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
