Event Response Global Service Delivery Lead

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 Event Response

You will:

• Improve real-time workflows for critical field events, integrate emergency protocols with Business Continuity Plans, and implement strategy to optimize agent bandwidth during a market crisis.    

• Coordinate the planning and mitigation for natural disasters, severe weather, and geopolitical risks, while driving continuous improvement supporting tabletop exercises, full-scale drills, and post-incident reviews.    

• Build, publish, and audit site-specific safety procedures (evacuations, shelter-in-place, lockdowns, etc.) and ensure all facilities have the required readiness equipment, redundancy, and resiliency.    

• Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team and Ops On-Call programs both domestically and internationally.    
  Continuously optimize paging, handoff processes, and crisis-throttling tools to maximize agent bandwidth and prioritize vehicles causing high community impact during an active crisis.    

• Serve as the primary liaison for Public Safety Answering Points (PSAPs) including supporting specialized communication lines during routine and major events.    

You have:

• 10+ years with program/vendor management in operations, strategy, and planning.    

• Bachelor's degree in business or related field or equivalent practical experience.

• 5+ years of Business process outsourcing experience    

• Demonstrate excellent problem-solving, critical thinking, and analytical skills with experience in applying project management tools    

• 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    

We prefer:

• 8+ years experience leading outsourcing engagements, experience scaling outsourcing engagements and bringing immature operations to maturity    

• Masters Degree in Business Administration    

• Experience with Continuous Improvement Activities    

• Exceptional quantitative skills and understanding of supply & demand modelling 

Travel: 

50% of the time domestic and international