🛠 Tech Stack

💼 About This Role

You'll own end-to-end support journey processes for Waymo's Rider Support channels, designing and maintaining a global library of SOPs and workflows. Your core impact will be reducing customer effort and improving satisfaction through process optimization. This role offers the opportunity to shape support operations for the world's leading autonomous driving fleet.

🎯 What You'll Do

• Design and document end-to-end support processes and SOPs.
• Develop and execute a roadmap for continuous improvement.
• Conduct audits and deep-dive analyses to identify inefficiencies.
• Lead change management and governance for support operations.

📋 Requirements

• 8+ years in process optimization roles in complex businesses.
• Bachelor's degree required.
• Process mapping tool mastery (e.g., Lucidchart, Visio).
• Strong problem-solving and analytical skills.

✨ Nice to Have

• Degree in Industrial Engineering.
• MBA or relevant master's degree.
• Six Sigma certifications.

🎁 Benefits & Perks

• 💰 Competitive base salary ($159k-$202k).
• 🎉 Discretionary annual bonus program.
• 📈 Equity incentive plan.
• 🏥 Generous company benefits program.

🚩 Heads Up

• 20% travel requirement not in title.
• Multiple conflicting priorities may be stressful.