Global Partner & Enterprise Support Leader

Waymo LLC; San Francisco (CA); On-site; USD 226,000 - 278,000; Full time

Job summary

Waymo LLC is seeking an executive to define and execute a global, multi-year strategy for transforming partner and enterprise support into a scalable, tech-enabled operation. You will lead specialization deployment, AI-driven strategies, and global governance for 24/7 multi-language support across channels.

You will drive cross-functional alignment with Product, Engineering, Strategy, Partnerships, Safety, and Marketing to improve service quality and outcomes for Waymo's partners and customers

Qualifications

• 15+ years of professional experience leading B2B enterprise support and customer operations in high-stakes environments.
• Proven track record transforming and scaling global support operations from MVP to mature organizations.
• Experience leading and managing large-scale, multi-channel and multi-language global teams 24x7.
• Strong cross-functional leadership influencing senior executives across Product, Engineering, and Safety.
• Extensive experience establishing performance governance with SLA management, routing rules, and centralized QA.
• Bachelor’s degree in business, engineering, operations, or equivalent practical experience.

Responsibilities

• Define and execute a global, multi-year strategic vision to transform Waymo's partner and enterprise support into a tech-enabled, scalable operation.
• Lead deployment of specialization to solve partner issues, deploy AI-driven solutions and automation.
• Own global organizational design, resource forecasting, KPI standards, and safety-critical workflows across the vehicle lifecycle.
• Establish and govern safety-critical operational workflows with regulatory compliance and high-severity incident responses.
• Design and implement a Voice of the Partner feedback architecture to drive product improvements.
• Collaborate with Product, Engineering, Strategy, Partnerships, Safety, Marketing and other stakeholders.

Skills

B2B enterprise support

Global scale operations leadership

Multi-channel teams management

Multi-language teams leadership

SLA governance

Cross-functional collaboration

Education

Bachelor’s degree in business, engineering, operations, or equivalent practical experience

Tools

GenAI-driven knowledge engines

Predictive routing

Automated ticket classification

Job description

Waymo LLC is seeking an executive to define and execute a global, multi-year strategy for transforming partner and enterprise support into a scalable, tech-enabled operation. You will lead specialization deployment, AI-driven strategies, and global governance for 24/7 multi-language support across channels.

You will drive cross-functional alignment with Product, Engineering, Strategy, Partnerships, Safety, and Marketing to improve service quality and outcomes for Waymo's partners and customers