Partner & Enterprise Support Lead
Core
Transform Waymo's partner & enterprise support organization into a tech-enabled, non-linearly scaling operation for the autonomous ride-hail service.
Role type
Senior leadership, global operations & strategy
Builds
A 24/7 multi-channel, multi-language global support and service network for Waymo's autonomous fleet
Domain
Autonomous driving / Ride-hailing / Enterprise Support
Deliverable
production ML models
Required skills
Global organizational design, strategic visioning, AI-driven automation, safety-critical workflow governance, performance governance (SLAs/QA), cross-functional leadership
Preferred skills
Autonomous vehicle operations experience, AI/ML support integrations (GenAI, predictive routing), global support framework design
Technologies
GenAI, predictive routing, automated ticket classification
Responsibilities
Define and execute global strategic vision for support transformation; Lead deployment of specialization and AI-driven strategies; Own organizational design and KPI standards; Establish safety-critical operational workflows; Design feedback architecture for product improvements; Partner with cross-functional teams (Product, Engineering, Safety)
Seniority
Senior, hands-on IC with strategic scope