Global BPO Service Delivery Lead, Event Response

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.

In this hybrid role, you will report to the Head of Event Response

You will:

• Maintain and execute comprehensive vendor strategy aligned with Waymo's overall roadmap and business objectives. Support and advise on vendor procurement, scope expansion, and the transition or off boarding of vendors from the Waymo account.    

• Manage and oversee the work of AI and human agents delivered internally and by the vendor workforce.

• Provide vendors with the necessary access, tools, data, resources, and support from Waymo teams to be successful in delivery, independent operation, and strategic value add.    

• Develop and implement programs that facilitate smooth interactions and collaboration with vendors and stakeholder teams. Ensure Vendor readiness for effectiveness in current markets and readiness for scale.  

• Manage the process of transitioning or documenting contract workflows. Review and advise on workflows for efficiency and ensure best practices are integrated, well defined, and shared across Ops.    

• Establish and maintain a robust governance framework to ensure compliance and risk management in supplier relationships, change management and quality control. Support contract amendments and keep contract requirements current to the state of the operation.    

• Understand and manage exception handling for off nominal requirements or special events that arise throughout the operation.    

You have:

• 10+ years with program/vendor management in operations, strategy, and planning.    

• Bachelor's degree in business or related field or equivalent practical experience.

• 5+ years of Business process outsourcing experience    

• Proven experience with managing and implementing AI workflows and AI Agents.

• Demonstrate excellent problem-solving, critical thinking, and analytical skills with experience in applying project management tools    

• Strong verbal and written communication and interpersonal skills, with the ability to work with and influence cross-functional teams and external partners    

• Ability to deal with multiple conflicting priorities and stakeholder issues while driving towards pragmatic decisions/actions    

We prefer:

• 8+ years experience leading outsourcing engagements, experience scaling outsourcing engagements and bringing immature operations to maturity    

• Masters Degree in Business Administration  

• Experience with Continuous Improvement Activities    

• Exceptional quantitative skills and understanding of supply & demand modelling 

Travel: 

50% of the time domestic and international