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.

Ops Customer Strategy is a strategic role responsible for developing and implementing the overall Customer strategy for operational controllables within Waymo's Operations team. This role focuses on ensuring customer experience initiatives within ops are aligned with the company's overall strategic plan and completed within project deadlines and launch milestones.

You will report to the Director of the Operations Center and can be based in Mountain View, CA; San Francisco,CA; Los Angeles,CA; Phoenix, AZ or Austin,TX.

In this role you'll:

• Develop and implement a comprehensive customer strategy that aligns with product timeline and requirements. Drive global growth and profitability across markets by driving commercialization, ensuring operational excellence, addressing operational inefficiencies, and developing innovative solutions to enhance the organization's operational capabilities.
• Develop the customer roadmap journey that reflects their preferences and goals from the provided service. Ensure customer strategy is being shaped to account for emerging trends, both locally and nationally. Provide distinct customer experience to drive organic growth, increase loyalty, and create long-term value.
• Ensure that strategic programs and systems meet defined quality standards through consistent control processes, such as, conducting market research, documenting project activities, and maintaining high-level deliverables for leadership delivery.
• Identify and mitigate higher risk areas on rider, community and customer interactions operational risks by implementing robust risk management processes and prioritizing initiatives based on risk and event severity.
• Work closely with Product, Engineering,Policy Legal and other operations teams to plan and implement operational improvements that support business growth. Develop plans for operational growth to support scalable operations
• Build and maintain strong relationships with key stakeholders, including both internal and external partners. Identify new partnership opportunities and negotiate contracts to maximize value for the business
• 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.
• 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
• Planning and presenting to executive leadership business objectives for Customer Support and operations Intelligence organization
• Drive operations intelligence initiatives to improve customer and community experience, influencing cross-functional teams.

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

• Bachelor's Degree in business or related fields
• 10+ years of experience in operations strategy, with at least 5 years leading strategic initiatives within organization
• Ability to motivate & lead teams, develop and execute strategies, and drive performance improvement
• Ability to adapt to changing customer expectations and preferences, applying market trends and collected data
• Excellent verbal and written communication skills, with the ability to articulate complex concepts to a variety of stakeholders, such as executives, employees, & customers
• Analytical experience building and analyzing models using various statistical tools
• Program management experience and ability to drive priorities / results

It's preferred if you have:

• Management Consulting leadership experience in improving customer experience
• MBA
• Passionate about people and customers; innovative approach towards customer experience

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) plan, 1-on-1 financial coaching, a 529 College Savings Plan and lots of other perks and employee discounts.

Flexibility and time off: Take the time you need to relax and recharge. Enjoy the flexibility to work from another location for four weeks per year. We support an on-site or hybrid work model and offer remote working opportunities, paid time off, bereavement, sick, and parental leave.

Supporting families: When it comes to growing your family or caring for your loved ones, you have our full support. Enhanced leave options include paid parental leave (birthing parent gets 24 weeks of paid leave with up to 4 weeks of additional leave before their due date, and non-birthing parent gets 18 weeks of paid leave), and 20 days of subsidized backup childcare or adult/elder care.. Access to fertility care or adoption support as you grow your family.

Community and personal development: At Waymo, you'll find a range of opportunities to grow, connect, and give back. We offer education reimbursement, personal and professional development, mentorship, and other ways to connect through Employee Resource Groups (ERGs), other internal groups, and even time off to volunteer.

Cool perks: Access to Google offices, cafes, wellness centers, massages, and so much more. To support your wellbeing at home, you can enjoy at-home fitness and cooking classes, and more.

#LI-Hybrid

The expected base salary range for this full-time position across US locations 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. Your recruiter can share more about the specific salary range for the role location or, if the role can be performed remote, the specific salary range for your preferred location, during the hiring process.

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.

Salary Range

$180,000-$227,000 USD

We appreciate your interest in Waymo. Waymo is an equal employment opportunity employer, committed to maintaining a supportive and inclusive workplace for all employees. Waymo does not discriminate against, and prohibits harassment of, any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, military status, genetic information or any other basis protected by applicable law. Waymo will also consider for employment qualified applicants with criminal records in accordance with applicable law. Waymo is committed to ensuring equal opportunity for qualified individuals with disabilities. If you are an individual with a disability and require an accommodation to participate in the application or interview process, please let the recruiting team know or email waymo-candidatesupport@google.com. (This email address is intended to be used only for requesting accommodations as part of the application process. Other inquiries will not receive a response.)