Escalation Manager, Emergency Response

1 month ago

Phoenix, Arizona, United States Waymo Full time

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 DriverTM—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.

You will report to the Head of Event Response and be based out of Phoenix, AZ.

In this role you will:

  • Receive emergency calls from individuals in distress and quickly assess the nature of the situation and gather situational awareness, essential information, and details about the emergency.
  • Act as on-call to provide guidance to teams to support them. Manage the escalations safely until help arrives and monitor emergency responder locations and status to ensure effective coordination and response. Work with internal and external teams to coordinate and complete the response to the emergency.
  • Contribute and consult on technical decisions by analyzing trade-offs, understanding risks, and ROI.
  • Lead the retrospective and rca process, including executive presentations, documentation and quality assurance.
  • Lead and coordinate process improvement initiatives, tooling deployments and coordinate releases by acting as the release manager.
  • Work with other Operations leads to influence and drive operational improvements, using metrics to increase efficiency and accountability; dive deep into the data to provide thought-provoking, workable business solutions

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

  • Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
  • Demonstrated skill in navigating sensitive customer interactions during high-stress or emotionally charged situations. This includes a proven record of de-escalation, compassion, and providing a win-win outcome.
  • Communication Skills: Strong verbal communication skills are essential for effectively gathering information from callers and providing instructions to assist them until help arrives. Written communication skills are also important for documenting calls and maintaining accurate records. Exec
  • Multitasking Abilities: The ability to multitask effectively is crucial, as dispatchers often need to handle multiple calls and tasks simultaneously while remaining calm under pressure.
  • Technical Proficiency: Proficiency in operating communication and computer systems is necessary for accessing and updating information quickly and accurately. Familiarity with dispatching software and emergency response protocols is also beneficial. Proven proficiency in data analysis, presentation and data entry reviews.
  • Availability for Rotating Shifts: Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage in the dispatch center.

It's preferred if you have:

  • Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field demonstrates proficiency in dispatch procedure
  • Previous experience in a dispatching role

#LI-Onsite



The expected hourly range for this position is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Waymo employees are also eligible to participate in Waymo's discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements.


Hourly Range

$57.70—$62.50 USD

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