Partner & Enterprise Support 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
• This role will report to the Director of Market Support & Service
• Define and execute the global, multi-year strategic vision to transform Waymo’s partner & enterprise support organization into a tech-enabled, non-linearly scaling operation
• Lead the deployment of specialization to solve partner issues, deploy innovative solutions, tools, automation and AI-driven strategies to empower Waymo’s partners to succeed and thrive while maximizing operational scale and quality
• Own the global organizational design, resource forecasting, KPI standards, Quality standards and adherence for a 24/7 multi-channel, multi-language global support and service network to keep Waymo’s on the road
• Establish and govern safety-critical operational workflows across the entire vehicle lifecycle, including strict regulatory compliance protocols and high-severity incident responses in tandem with emergency on-call teams
• Design and implement a robust “Voice of the Partner” feedback architecture and data taxonomy to capture, analyze, and synthesize operational insights and trends that directly drive product improvements and support issue prevention
• Partner with multiple stakeholders including external partners, vendors, and internal cross-functional teams: Product, Engineering, Strategy, Partnerships, Safety, Marketing, etc

Benefits

• Medical, dental, and vision insurance for employees and dependents
• Employee assistance programs focused on mental health
• Personalized workplace adjustments for diverse needs and abilities, including physical, mental, and neurodivergent considerations
• Access to mental health apps
• Onsite wellness centers
• Medical advocacy program for transgender employees
• Second medical opinion for you and your loved ones
• Counseling services
• Support programs including menopause benefit
• Competitive compensation
• Regular bonus and equity performance grant opportunities
• Generous 401(k) and regional retirement plans
• 1-on-1 financial coaching
• Annual cross-company compensation review and pay equity analysis
• Fertility and growing family assistance
• Parental leave and baby bonding leave
• Elder care and support
• Survivor income benefit
• Backup childcare
• Caregiver leave
• Paid time off, including vacation, bereavement, sick leave, parental leave, disability, and holidays
• Jury duty leave
• Military leave
• Hybrid work model with remote work opportunities also available
• Educational reimbursement
• Peer learning and coaching platform
• Donation matching programs
• Employee resource groups
• Volunteer hours
• Internal community groups and local culture clubs
• Inspiring spaces to work, recharge, and collaborate with fellow Waymonauts
• On-site meals and snacks
• Fitness centers, massage programs, and ergonomic support
• On-demand fitness, wellbeing, and cooking classes
• Commuter benefits

• Exceptional cross-functional leadership skills with demonstrated success influencing senior executive partners and driving alignment with Product, Engineering, and Safety team
• Proven experience leading and managing large-scale, multi-channel (voice, chat, digital, in-product) and multi-language global teams operating 24x7
• Track record of successfully transforming and scaling global support operations from manual MVP stages to mature, high-performing organizations
• Bachelor’s degree in business, engineering, operations, or equivalent practical experience
• 15+ years of professional experience leading B2B enterprise support, customer operations in a high-stakes, rapidly evolving environment
• Extensive experience establishing performance governance, including managing complex SLAs, automated routing rules, and centralized QA frameworks
• Experience managing operations or support inside the autonomous vehicle, advanced robotics, ride-hailing, or safety-critical technology sectors
• Direct experience deploying and managing AI/ML support integrations, such as GenAI-driven knowledge engines, predictive routing, or automated ticket classification
• Proven success leading support frameworks globally, including designing regional pods and adapting processes to state-specific and country-specific regulatory landscapes
• Exceptional people leadership and management skills
• Master’s degree in Business Administration (MBA), Engineering, or a related technical field