Enterprise Support Program Lead

You will:

• Evolve, lead, and drive world class performance of Waymo’s global B2B partner support model. This scope includes customer support for our Driven By Waymo fleet operator companies who manage and maintain Waymo autonomous vehicles engaged in commercial operation, and also our partner-led car validation testing of new hardware platforms and software builds.

• Build out the support model, design the strategy, align Key Performance Indicators (KPIs). Relentlessly execute with vendor and internal teams to exceed KPIs (including analyzing metric performance misses, developing process fixes, leverage the best 3P and internal technical solutions available (in partnership with Waymo’s engineering teams), influencing tool roadmap fixes, and driving metric success). This role is a mix of strategic design and daily, hands-on operations work.
• Innovate and drive the evolution of the program, ensuring the support model scales effectively with Waymo and our partner network to integrate new partner business models. This will include collaboration with our partner management team and partners themselves to understand their operational workflows and pain points. This will require onsite travel to locations where partner support is conducted, both domestically and internationally, to learn the operations of the business. This will also require assessing and planning for upcoming growth in Waymo partner programs. You will bring a background leveraging tooling solutions to optimize support.
• Define and execute the cadence of communications on program health and status with key stakeholders. Exhibit excellent communication skills, including: building polished decks and communications for an executive audience, taking detailed daily work and upleveling it for internal and external consumption and action, designing standard operating procedures to drive operational excellence. 
• Act always as an accountable owner. Own the operational outcomes of this program. Own the strategy and the execution for Waymo partners and internal stakeholders.

You have:

• 5-8 years of experience in B2B/Enterprise-level customer/partner support as a vendor manager or program manager, preferably in the transportation and/or autonomous vehicle space.
• Proven track record of implementing improvements in a complex program, both as an individual contributor and as a member of a team or as a supervisor.
• Demonstrated ability to influence external partners and cross-functional stakeholders (Engineering, Product, Operations) to achieve strategic goals.
• Project management expertise and demonstrated experience and impact with past projects and programs.
• A bachelor’s degree or equivalent experience.

We prefer:

• A master's degree in a relevant technical or business field.
• Experience in leading B2B support in a high growth company.
• Experience directly improving an operation.
• Certification or deep experience in operational methodologies, such as ITIL. Certification or expertise in project management, such as PMP.