Operations Program Manager

The Central Production & Performance (P&P) team is tasked with empowering the global scalability and efficiency of Waymo's Ride-Hail Operations. Operating 24/7 across all markets, this specialized team minimizes operational disruption by solving for the gray areas, the unexpected, and the long-tail of issues. We are the Operations' 'officer on deck' and 'eye in the sky,' making real-time decisions and ensuring consistent execution of processes across all markets and all timezones.

In this hybrid role you will report to our Head of Central Production and Performance.

You will:

• Drive continuous process improvement by identifying process breakdowns, contributing shift-level insights, and pushing operational issues up the Escalation Ladder to improve efficiency and allow for scale, including leading monthly business review reporting
• Lead operational outcomes for multiple large operational projects, proactively identifying disruptions and potential risks across markets
• Manage operational standards and strategic execution by leveraging operational expertise to define and institutionalize cross-market best practices for the centralized function
• Optimize the centralized bug triage process, collaborating with global engineering and product teams to ensure rapid resolution times for prioritized issues impacting core supply metrics
• Build a scalable real-time airport / venue response - Program management for alerting, monitoring, actions
• Ensure continuous improvement for daily operations monitoring and support across all global markets during assigned shifts, ensuring real-time support and maintaining adherence to safety, efficiency, and seamless 24/7 operation

You have:

• 5+ years of experience in vendor management, with a deep understanding of fleet operations
• Proven ability to manage effective processes, vendors, deadlines, and resources efficiently while thriving in a fast-paced environment
• Experience leading and driving outcomes for multiple, large operational projects spanning organizations
• Direct experience applying local operations expertise to standardize playbooks and define cross-market best practices
• Ability to handle stress well and make quick, reasoned decisions under challenging and unplanned circumstances
• Excellent communication skills, including the ability to clearly articulate complex operational concepts to a variety of internal and external stakeholders

We prefer:

• A Bachelor's degree in business, supply chain, operations research, or a related field
• 5+ years of experience with real-time operations (e.g., datacenter, dispatch for law enforcement, military operations, etc)
• Demonstrable history of driving continuous process improvement, shifting tasks towards automation or self-service for efficiency and scale
• Experience mitigating real-time issues using tooling, advanced analysis, and decisive action
• Prior experience contributing to Quality Checks and Supply Management processes in a dynamic autonomous vehicle market
• Capability to organize vague projects into clear goals, initiate cross-functional projects, and create scalability frameworks for operational expansion