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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. In this hybrid role, you will report to the Head of Support and Operations Intelligence
Job Responsibility
End to End Process Design: Own the end-to-end support journey processes, from initial contact to resolution, focusing on most impactful workflows
Design, document, and maintain a standardized global library of processes (SOPs), workflows, and policies for all Rider Support channels, in line with the Rider Support vision and strategy
Serve as the subject matter expert on these processes to internal and external audiences
Technical Skills: Process mapping and demonstrated mastery of software like Lucidchart, Visio, Miro, or other process mapping tools
Build and Execute Roadmap: Develop and execute a roadmap for continuous improvement, targeting processes with greatest measured rider impact (touching process/policy, people, and technology)
Collaborate with and gain buy-in from Rider Support Program Lead, Product/Engineering, QA, systems teams, and executive leadership
Continuous improvement: Analyze all inputs to process effectiveness and leverage these inputs to drive continuous positive change: Conduct regular audits and deep-dive analyses, analyze contact rate and changes over time, analyze rider success metrics like customer satisfaction (CSAT) and customer effort score (CES), assess output from retrospective and root cause analyses performed on operations events, and design additional methods for pulling effectiveness data
Use all these inputs and others to consistently improve our processes and policies
Gap Analysis and Auditing: Conduct regular audits and deep-dive analyses to identify process inefficiencies, policy ambiguity, and compliance risks, specifically measuring impact on Customer Effort Score (CES), Customer Satisfaction (CSAT), and operational cost
Change Management: Lead change and governance for all support operation changes, ensuring new processes are vetted, approved by stakeholders (Legal, Safety, Engineering, Training, Product, and more), and flawlessly implemented globally and at scale
Requirements
8 years of experience in roles driving process optimization and design, particularly in high complexity businesses like autonomous vehicle logistics or support, transportation, commercial aviation, or logistics
Bachelor's degree
Demonstrate excellent problem-solving, critical thinking, and analytical skills with experience in applying in a complex business
Strong verbal and written communication and interpersonal skills, with the ability to work with and influence cross-functional teams and external partners
Ability to deal with multiple conflicting priorities and stakeholder issues while driving towards pragmatic decisions/actions
Process mapping tool mastery
Nice to have
Degree in Industrial Engineering
Masters Degree in Business Administration
Six Sigma Certifications
What we offer
Discretionary annual bonus program
Equity incentive plan
Medical, dental and vision insurance
Mental wellness support
Gym membership
Special wellness programs
Competitive compensation
Bonus opportunities
Equity
Employees provident fund
Other perks and employee discounts
Flexibility to work from another location for four weeks per year