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Director, Market Support & Service

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Waymo

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Location:
United States , Mountain View

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Category:
-

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Contract Type:
Not provided

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Salary:

285000.00 - 352000.00 USD / Year
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Job Description:

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. 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. In this hybrid role, you will report to the Head of Ride Hail Operations.

Job Responsibility:

  • Deliver Operational Continuity: Provide real-time operational support to partner and Waymo owned and operated markets to ensure continuity of service, safety, performance, and service quality
  • Interface Cross-Functionally: Serve as a primary operational interface between market teams and centralized functions including Enterprise Support and Demand Operations
  • Own Service Quality: Monitor market-level Service Quality (SQ) performance including reliability, service smoothness, rider experience, safety adherence, and service recovery
  • Analyze Systemic Risks: Act as the voice of operations by identifying trends, recurring issues, systemic risks, and service gaps across markets
  • Generate Strategic Insights: Proactively surface insights that inform continuous improvement, tooling enhancements, process optimization, and service quality stabilization
  • Monitor Live Performance: Monitor live operational data, alerts, service indicators, and demand signals to identify emerging issues and service degradation
  • Triage Technical Issues: Support early triage and escalation of operational and technical issues in coordination with cross-functional teams to minimize service disruption
  • Enforce Safety Standards: Reinforce consistent execution of safety protocols, FD&R standards, service reliability commitments, and customer experience expectations
  • Communicate Market Feedback: Ensure market feedback, operational constraints, customer sentiment trends, and field realities are clearly communicated into Waymo central teams
  • Lead Launch Readiness: Support operational readiness planning for large-scale events, launches, and high-visibility deployments to ensure stability and service excellence
  • Synthesize Customer Voice: Partner with Rider Support and analytics teams to translate Voice of the Customer insights into actionable operational improvements

Requirements:

  • 15+ years leading high-stakes operations in AVs, logistics, or related fields
  • Experience interfacing between field teams and centralized corporate functions
  • Proficiency monitoring live data to ensure service continuity and safety
  • Deep understanding of Service Quality (SQ) frameworks, reliability metrics, and rider experience
  • Ability to identify trends and risks to drive process and tool optimizations
  • Track record in technical triage and cross-functional issue escalation
  • Experience enforcing safety protocols and reliability standards
  • Skill in translating field realities into feedback for central leadership
What we offer:
  • discretionary annual bonus program
  • equity incentive plan
  • generous Company benefits program
  • top-notch medical, dental and vision insurance
  • mental wellness support
  • gym membership
  • special wellness programs
  • competitive compensation
  • bonus opportunities
  • equity
  • employees provident fund
  • lots of other perks and employee discounts
  • flexibility to work from another location for four weeks per year
  • on-site or hybrid work model
  • remote working opportunities
  • paid time off
  • bereavement, sick, and parental leave

Additional Information:

Job Posted:
April 16, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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