Global Process Manager, Waymo Support

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

 

You will:

• 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.

 

You have:

• 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.

 

We prefer:

• Degree in Industrial Engineering
• Masters Degree in Business Administration 
• Six Sigma Certifications

 

Travel Requirement:

• 20% travel required for partnership meetings.