Program Manager Quality, Customer Service

Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the worlds 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.

You will report to the Head of Global Waymo Support and Operations Intelligence and will be based in Hyderabad, India.

You will:

• Contribute to Support Center programs by developing and realizing an overall quality program, defining scope of work, understanding requirements, implementing new processes, and contributing to ongoing operational process improvements.
• Support training development and propose improvements both to training and SOPs to maintain or exceed quality standards.
• Partner to create contracts and SOWs which ensure delivery, and tie quality to Service level agreements.
• Develop quality dashboards and report out Customer Support quality insights to other teams.
• Oversee vendor quality assessment in partnership with the vendor team, ensuring consistency of standards and scoring implementation
• Host and lead regular quality business reviews and partner with teams both locally and globally to improve against topline metrics.
• Work with remote teams spanning multiple geographies and time zones

You have:

• At least 5 years experience managing quality programs, strategic planning, customer support and analytics.
• Bachelors degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, quality, strategy, and analytics
• Experience applying project management tools
• Ability to travel 10%, or as business demands.
• Experience developing processes and quality standards

We prefer:

• 6+ years experience developing and executing multiple vendor partnerships for a single operation
• 6+ years experience leading outsourcing engagements, experience scaling outsourcing engagements and bringing operations to commercialization
• Masters Degree in Business Administration or related business certifications
• Experience with Customer Support / call center BPO, outsourced contract labor, or other related operational management,
• Experience with RFQ, RFP, SOWs and creating contracts

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