Global Quality Strategy Lead — Remote Operations

Waymo LLC; Tempe (AZ); Remote; USD 190,000 - 234,000; Full time

Job summary

Waymo is seeking a Senior Program Leader to architect and govern global quality across regions and partner vendors. You will design standardized SOPs, drive continuous improvement, and coordinate with Product, Engineering, Safety, Legal, and Local Market Ops to manage dependencies and updates.

You will lead analytics on CSAT, CES, and operational metrics, and present insights to senior leadership. A strong background in BPO operations and complex tech ecosystems is preferred.

Qualifications

• 10+ years of program management or quality leadership in complex operational environments.
• Proven track record of launching and scaling strategic initiatives across cross-functional teams and external vendors.
• Mastery of process design and SOP architectures from scratch.

Responsibilities

• Drive global quality strategy and frameworks across regions, vendors, and outsourced partners.
• Design standardized SOPs, process maps, and policies bridging engineering and field execution.
• Lead root-cause retrospectives to resolve service bottlenecks and policy ambiguities.
• Oversee vendor quality calibration and regular Quality Business Reviews (QBRs) tied to SLAs.
• Collaborate with Product, Engineering, Safety, Legal, and Local Market Ops on dependencies and change control.
• Define key metrics and dashboards; report insights to senior leadership.

Skills

Program management

Process engineering

Quality leadership

BPO vendor management

Data analytics

SQL

Education

Bachelor's degree in Business, Operations, Industrial Engineering, or related field

Tools

Lucidchart

Miro

Visio

SQL

Job description

Waymo is seeking a Senior Program Leader to architect and govern global quality across regions and partner vendors. You will design standardized SOPs, drive continuous improvement, and coordinate with Product, Engineering, Safety, Legal, and Local Market Ops to manage dependencies and updates.

You will lead analytics on CSAT, CES, and operational metrics, and present insights to senior leadership. A strong background in BPO operations and complex tech ecosystems is preferred.