Global Quality Strategy Lead — Operations & BPO

Waymo LLC; Phoenix (AZ); Hybrid; USD 190,000 - 234,000; Full time

Benefits offered by this job

Annual bonus

Equity incentives

Benefits program

Job summary

Waymo LLC is seeking a senior program leader to drive a global quality framework and standardize processes across regions and vendors. You will design SOPs, lead root-cause analyses, and oversee quality calibration with BPO partners while partnering with Product, Engineering, Safety, Legal, and Local Market Ops to manage change and dependencies.

The role emphasizes data-driven insights, dashboards, and executive reporting, with travel up to 20%.

Qualifications

• 10+ years of experience in program management, process engineering, or quality leadership within complex operational environments.
• Senior program leadership with a track record of navigating ambiguity to structure, launch, and scale strategic initiatives.
• Mastery of process design and process mapping software (e.g., Lucidchart, Miro, Visio).
• Data-driven analytical expertise, with strong skills in extracting insights from complex operational metrics (CSAT, CES, contact rates, audit scores).
• Experience in BPO / vendor management, establishing quality calibration, auditing vendor triage, and managing global standards.
• Bachelor's degree in Business, Operations, Industrial Engineering, or a related field (or 4+ years of equivalent experience).

Responsibilities

• Drive global quality strategy and frameworks across regions, vendors, and partners.
• Design and maintain SOPs, process maps, and policies bridging engineering and field execution.
• Lead root-cause analyses and continuous improvement to resolve process breakdowns and bottlenecks.
• Oversee BPO quality triage and calibration with regular Quality Business Reviews (QBRs).
• Partner with Product, Engineering, Safety, Legal, and Local Market Ops to manage changes and dependencies.
• Define operational metrics, develop analytics dashboards, and report insights to senior leadership.

Skills

Program management

Process engineering

Quality leadership

Data analytics

Vendor management

Education

Bachelor's degree

Tools

Lucidchart

Miro

Visio

Job description

Waymo LLC is seeking a senior program leader to drive a global quality framework and standardize processes across regions and vendors. You will design SOPs, lead root-cause analyses, and oversee quality calibration with BPO partners while partnering with Product, Engineering, Safety, Legal, and Local Market Ops to manage change and dependencies.

The role emphasizes data-driven insights, dashboards, and executive reporting, with travel up to 20%.