Partner & Enterprise Support Lead

Waymo, the leading autonomous fleet and operations platform. As the Partner & Enterprise Support Lead, you will define and execute a global strategic vision to transform our partner and enterprise support organization. You will lead the deployment of innovative solutions, tools, and automation to empower our partners and maximize operational scale and quality. You will also establish and govern safety-critical operational workflows and design a robust feedback architecture to drive product improvements. This role requires exceptional cross-functional leadership skills, extensive experience in B2B enterprise support, and a proven track record of transforming and scaling global support operations.

Definir y ejecutar la visión estratégica global para transformar la organización de soporte a socios y empresas de Waymo en una operación escalable y habilitada por tecnología.

Responsibilities

• Liderar la implementación de especialización para resolver problemas de socios, implementar soluciones innovadoras, herramientas, automatización y estrategias impulsadas por IA.
• Ser responsable del diseño organizacional global, la previsión de recursos, los estándares de KPI y la adherencia a los estándares de calidad para una red de soporte y servicio global.
• Exceptional cross-functional leadership skills with demonstrated success influencing senior executive partners and driving alignment with Product, Engineering, and Safety team
• Track record of successfully transforming and scaling global support operations from manual MVP stages to mature, high-performing organizations

Requirements

• Proven experience leading and managing large-scale, multi-channel (voice, chat, digital, in-product) and multi-language global teams operating 24x7
• 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
• 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

Preferred

• 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

USD 226,000 - 278,000