Head of Global Customer Support and Operations
2 months ago
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.
You'll report to the Director of the Operations Center and can be based out of San Francisco, Mountain View, Los Angeles, Phoenix or Austin.
In this role you'll:
- Provide strong, dynamic leadership to diverse set of teams offshore, driving a global mindset, and delivering a high-level of support to ensure a world-class customer experience to B2B and B2C customers
- Build strong partnerships with several stakeholders to drive aligned vision, prioritization, and accountability
- Partner with other operations teams to ensure fast response to safety and security threats to our riders and community, providing structured communication and reports of initiatives progress.
- Be responsible for translating the Customer Support vision and strategy to set direction for each function
- Proactively, anticipate, identify, and resolve challenges that may impair the organization’s ability to meet its strategic, financial, and technical goals and drive prioritization of enablers for customer support improvement
- Design, change and regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives
- Make technology decisions based on research and cross-functional collaboration to set up new teams to successfully
- Planning and presenting to executive leadership business objectives for Customer Support and operations Intelligence organization
- Manage vendor relationships, adjusting and building service level agreements to respond to autonomous vehicle service needs in different business models
- Work closely with cross functional teams to gather requirements, articulate new product features and experiences, and gain alignment from key stakeholders
- Maintain professional and technical knowledge by tracking emerging trends in each function
- Be responsible for finance and budgets for Customer Service and Operations Intelligence, automating and decreasing cost where necessary, without sacrificing internal and external customers experience
- Drive customer experience and operations intelligence innovations and foster a culture of excellence
- Manage a team of full-time employees and relationship with vendor partners embracing and upholding Waymo Values into the entire group
At a minimum we'd like you to have:
- Bachelor's Degree in business or related fields
- 8+ years of experience leading a Global Customer Service organization
- Experience in a strategic leadership position managing diverse Customer Service functions and/or a data-driven customer focused organization
- Experience leading workforce management teams in a complex, multi-skill call center
- Analytical experience building and analyzing models using various statistical tools
- Program management experience and ability to drive priorities / results
- Experience managing offshore teams
It's preferred if you have:
- 10+ years of related people management experience
- MBA
- Passionate about people and customers; innovative approach towards customer experience
- Experience in Customer Experience focused roles in Consulting firms
**While at Waymo, you will enjoy benefits that cover**
Health and wellness: Our people are at the heart of everything we do. At Waymo, you can enjoy top-notch medical, dental and vision insurance, mental wellness support, a Flexible Spending Account (FSA), a Health Saving Account (HSA), and special wellness programs.
Financial wellness: Your financial peace of mind is important to us. At Waymo, we offer a great compensation package, bonus opportunities, equity, a generous 401(k)
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