Waymo is an autonomous driving technology company with a mission to make it safe and easy for people and things to get where they’re going. Since our start as the Google Self-Driving Car Project in 2009, Waymo has been focused on building the World’s Most Experienced Driver in hopes of improving the world's access to mobility while saving thousands of lives now lost to traffic crashes. Our Waymo Driver powers Waymo One, our fully autonomous ride-hailing service, as well as Waymo Via, our trucking and local delivery service. To date, Waymo has driven over 20 million miles autonomously on public roads across 25 U.S. cities and conducted over 20 billion miles of simulation testing.
Waymo's Operations team keeps the business rolling to deliver the Waymo Driver to the world. We enable our fully autonomous ride-hailing service to run safely and reliably, support testing efforts of our trucking and local delivery efforts, and bring our expertise to guide business decisions. We are the heart of Waymo -- and we execute with purpose and urgency to achieve our goals.
The Ride Hailing Operations team provides a range of support to our riders and our Autonomous Specialists whether it be through responding to a rider chat or helping an Autonomous Specialist debug a vehicle issue. Each layer of support serves to deliver a world class driverless experience to our riders. Your job requires creating a program which sets the highest quality standards for the agents responsible for implementing this experience for our riders and our Autonomous Specialists. The two customer focused arms of the Rider Hailing team are Rider Support and Live Support. The Rider Support team is available to assist the riders at any point during their self-driving journey. The Live Support team is available to assist our Autonomous Specialists as they monitor the Waymo driver. Peak quality and performance is key to each functional group within the Rider Hailing Organization.
As the Ride Hailing Quality Manager, you will be responsible for developing and managing the Quality programs for Rider Support and Live Support. You’ll work closely with the vendor team and relevant Waymo stakeholders to verify quality. Each team requires a quality program that is tailored to their function. For Rider Support, you’ll develop and maintain a program that promotes rider satisfaction by measuring the quality of interactions with riders through a variety of channels (voice, chat and email). For Live Support, you’ll create and maintain a program that provides resources for and verifies the quality of Live Support agents who interact with our Autonomous Specialists when they encounter issues as they monitor the Waymo driver out on the road. For both teams, your program should be designed to ensure you’re verifying the vendor’s ability to deliver both efficient and effective resolutions.
In this role, you'll:
At a minimum, we'd like you to have:
It's preferred if you have:
US-Remote includes employees working from their primary residence in certain locations only, such as Arizona, California, DC, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Pennsylvania, Texas, Virginia, and Washington. This list may not be complete or accurate, and candidates should speak with their recruiter about their specific location for remote work.