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Escalation Manager, Event Response Team

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Waymo

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Location:
Japan , Tokyo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Waymo is an autonomous driving technology company with the mission to be the world's 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’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ 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 collaboration and celebration. We value our team members' unique backgrounds, perspectives, and experiences and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

Job Responsibility:

  • Critical Escalation Leadership: Serve as the primary incident leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect the community and general public. Resolve complex situations under pressure by balancing risk, safety, and operational continuity
  • Cross-Functional Coordination: Partner with local leadership, Engineering, and Safety to direct immediate response actions and ensure business continuity. Act as the 'single source of truth,' providing authoritative updates and clear communication to executive stakeholders. Lead Operations teams in the swift execution of escalation pathways and response plans
  • Incident Review & Continuous Improvement: Lead structured post-incident reviews to identify root causes and translate findings into updated playbooks and workflows. Analyze recurring trends to propose system improvements and provide technical feedback to product and quality teams. Manage daily and weekly reporting for significant events, ensuring rigorous follow-up and corrective action
  • Operational Excellence & Technical Knowledge Retention: Standardize escalation frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain in-house technical knowledge retention and ensure strict compliance with safety and regulatory standards. Coordinate product releases with vendor teams, managing change management and performance tracking for new capabilities
  • Leadership & Safety Culture Building: Model composure and decisive leadership while managing high-pressure, critical incidents. Champion a culture of safety and accountability across internal teams and vendor partners. Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations

Requirements:

  • Bachelor’s degree (or 4+ years equivalent experience) with a proven background in high-pressure environments such as aviation, emergency response, or critical infrastructure
  • Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents
  • Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership
  • Demonstrated skill in leading post-incident reviews, translating data-driven trends into actionable playbooks, and navigating complex workflow management software
  • Bilingual fluency in Japanese and English, with the flexibility to work a 24/7 rotating shift schedule including nights, weekends, and holidays

Nice to have:

  • Emergency Operations Leadership: Proven experience leading command center or emergency dispatch operations, ideally supported by an Emergency Telecommunications certification
  • Public Safety Background: Previous experience in law enforcement or emergency services with specialized training in de-escalation and managing high-distress scenarios
  • Industry Context: Prior exposure to the autonomous vehicle (AV) or rideshare industries is a significant plus

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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