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Waymo

Robot type
Autonomous Vehicle
Location
TempeArizonaUSA
Job type
Business Operations
Posted
Jul 22, 2026
Salary
$159,000–$196,000 a year
Full-time

Escalation Manager

Job description

In this hybrid role, you will report to the Head of Event Response and will be based in Phoenix, AZ.

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases.

Waymo Operations exists to deliver the Waymo Driver to the world.

Job responsibilities

  • Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect the community and…
  • Partner with local leadership, Engineering, and Safety to direct immediate response actions and ensure business continuity.
  • Collaborate in structured post-incident reviews, capturing root causes, corrective actions, and lessons learned. Translate findings into updated policies, workflows, and playbooks that strengthen future responses.
  • Standardize escalation frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain in-house technical knowledge retention and ensure strict compliance with safety and regulatory…
  • Model composure and decisive leadership while managing high-pressure, critical incidents.Champion a culture of safety and accountability across internal teams and vendor partners.

Job requirements

  • Proven experience in high-pressure operational environments such as network operations, aviation, emergency response, or critical infrastructure.
  • Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents.
  • Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership.
  • Experience with workflow management tools, escalation systems, and knowledge management practices. Proficiency in operating communication and a variety of SW tools and emergency response protocols and interpreting…
  • Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
  • Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage to support the operations.
  • Up to 5% for team events and site visits
Apply on Waymo websiteSave

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