Partner & Enterprise Support Lead

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.

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

You will:

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

You have:

• 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.

We prefer:

• 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.
• 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.

Travel

• Travel to partner-run fleet operations and test validation operations, up to 25%