Senior Business PgM, Operations Customer Strategy

Waymo is an autonomous driving technology company with the mission to be the 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 One, a fully autonomous ride-hailing service, and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over one million rider-only trips, enabled by its experience autonomously driving tens of millions of miles on public roads and tens of billions in simulation across 13+ 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 inclusivity and celebration. We value diverse backgrounds, perspectives, and experiences; recognize that inclusive actions lead to equitable outcomes; and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

Ops Customer Strategy is a strategic role responsible for developing and implementing the Customer strategy for operational controllables within Waymo's Operations team. You will focus on ensuring customer experience programs within ops are aligned with our overall plan and completed within project deadlines and launch milestones.

You will report to the Director of the Operations Center and can be based in Mountain View, CA; San Francisco,CA; Los Angeles,CA; Phoenix, AZ or Austin,TX.

In this role you'll:

• Develop and implement a comprehensive customer strategy that aligns with product timeline and requirements. Drive global growth and profitability across markets by guiding commercialization, ensuring operational excellence, addressing operational inefficiencies, and developing solutions to enhance our operational capabilities.
• Develop the customer roadmap journey that reflects their preferences and goals from the provided service. Ensure customer strategy is being shaped to account for emerging trends, both locally and nationally. Provide distinct customer experience to achieve organic growth, increase loyalty, and create long-term value.
• Ensure that strategic programs and systems meet defined quality standards through control processes, such as, conducting market research, documenting project activities, and maintaining high-level deliverables for leadership delivery.
• Find and address higher risk areas on rider, community and customer interactions operational risks by implementing risk management processes and prioritizing projects based on risk and event severity.
• Work with Product, Engineering,Policy Legal and other operations teams to plan and implement operational improvements that support business growth. Develop plans for operational growth to support scalable operations
• Build relationships with partners, including both internal and external ones. Identify new partnership opportunities and negotiate contracts to maximize value for the business
• Partner with other operations teams to ensure fast response to safety and security threats to our riders and community, providing communication and reports of initiatives progress.
• Proactively, anticipate, identify, and resolve challenges that may impair our ability to meet its strategic, financial, and technical goals and guide prioritization of enablers for customer support improvement
• Plan and present to executive leadership our goals for Customer Support and operations Intelligence organization
• Drive operations intelligence initiatives to improve customer and community experience, influencing cross-functional teams.

At a minimum, we'd like you to have:

• Bachelor's Degree in business or related fields
• 10+ years of experience in operations strategy, with at least 5 years leading strategic programs within organization
• Ability to motivate & lead teams, develop and execute strategies, and drive performance improvement
• Ability to adapt to changing customer expectations and preferences, applying market trends and collected data
• Analytical experience building and analyzing models using various statistical tools
• Program management experience

It's preferred if you have:

• Management Consulting leadership experience in improving customer experience
• Master in Business Administration
• Passionate about people and customers; innovative approach towards customer experience