Senior Program Manager, Customer Operations Strategy

2 weeks ago

Mountain View, Arkansas, United States Waymo Full time

Waymo, a leader in autonomous driving technology, is dedicated to revolutionizing mobility and enhancing safety on the roads. Our mission is to establish the Waymo Driver as the most reliable driver, having evolved from the Google Self-Driving Car Project since 2009. The Waymo Driver, recognized as the World's Most Experienced Driver™, is designed to increase accessibility to transportation while significantly reducing traffic-related fatalities. This technology powers Waymo One, our fully autonomous ride-hailing service, and is adaptable to various vehicle platforms and applications. With extensive experience driving millions of miles autonomously and billions in simulation across numerous U.S. states, we are paving the way for the future of transportation.

Waymo Operations is committed to deploying the Waymo Driver globally. Our diverse team is focused on building and scaling the premier autonomous fleet and operational framework. From sourcing components to managing customer relations, we create value through the systematic deployment of our technology. We foster a culture of inclusivity and celebrate diverse perspectives, understanding that these elements lead to equitable outcomes and improved service to the communities we serve.

The Ops Customer Strategy role is pivotal in shaping our customer engagement approach for operational efficiencies.

Key Responsibilities:

  • Formulate and execute a detailed customer strategy that aligns with product timelines and operational requirements, driving growth and profitability across various markets.
  • Design a customer journey roadmap that reflects user preferences and objectives, ensuring the strategy adapts to emerging global trends and delivers a unique customer experience to foster loyalty and long-term value.
  • Oversee strategic initiatives to ensure they meet quality benchmarks through comprehensive control processes, including market research and project documentation.
  • Identify and mitigate operational risks through effective risk management practices and project prioritization.
  • Collaborate with cross-functional teams to implement operational enhancements that support scalable business growth.
  • Explore new partnership opportunities and negotiate contracts to maximize business value.
  • Work alongside other operations teams to ensure swift responses to safety and security challenges, providing timely updates and reports.
  • Address potential obstacles that may hinder goal achievement and guide prioritization for customer support enhancements.
  • Lead initiatives aimed at improving customer and community experiences, influencing team dynamics positively.
  • Inspire and guide teams towards achieving operational excellence.
Qualifications:
  • Bachelor's Degree in Business or a related field.
  • Over 10 years of experience in operational strategy, with a minimum of 5 years in leadership roles overseeing strategic programs.
  • Proven ability to adapt to evolving customer expectations and preferences, leveraging market insights and data.
  • Strong analytical skills with experience in building and interpreting models using various statistical tools.
  • Demonstrated program management expertise.
Preferred Qualifications:
  • Experience in management consulting focused on enhancing customer experiences.
  • Master's Degree in Business Administration.
  • A genuine passion for customer engagement and relationship building.


Waymo offers a competitive salary range for this full-time position, reflective of the individual's experience, education, and skills. Additionally, employees are eligible for participation in Waymo's annual bonus program, equity incentive plan, and comprehensive benefits package, subject to eligibility criteria.

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