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Waymo

Robot type
Autonomous Vehicle
Location
San FranciscoCaliforniaUSA
Job type
Customer Success
Posted
Sep 21, 2026
Salary
$226,000–$278,000 a year
Full-time

Partner & Enterprise Support Lead

Job description

This role will report to the Director of Market Support & Service.

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. We are a global team building and scaling the world's first and leading…

Job responsibilities

  • 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…
  • 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…
  • 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…
  • Partner with multiple stakeholders including external partners, vendors, and internal cross-functional teams: Product, Engineering, Strategy, Partnerships, Safety, Marketing, etc.

Job requirements

  • 15+ years of professional experience leading B2B enterprise support, customer operations in a high-stakes, rapidly evolving environment.
  • Track record of successfully transforming and scaling global support operations from manual MVP stages to mature, high-performing organizations.
  • Proven experience leading and managing large-scale, multi-channel (voice, chat, digital, in-product) and multi-language global teams operating 24x7.
  • Exceptional cross-functional leadership skills with demonstrated success influencing senior executive partners and driving alignment with Product, Engineering, and Safety team.
  • Extensive experience establishing performance governance, including managing complex SLAs, automated routing rules, and centralized QA frameworks.
  • Bachelor’s degree in business, engineering, operations, or equivalent practical experience.
Apply on Waymo websiteSave

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