Customer Experience Strategy & Escalations Program Manager jobs in United States
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Waymo · 1 month ago

Customer Experience Strategy & Escalations Program Manager

positionMountain View, CA, USA
timeFull-time
remoteOnsite
senioritySenior Level
money$152K/yr - $192K/yr
date7+ years exp

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. The role involves managing programs to enhance customer experience, leading reporting cadences, and collaborating with various teams to improve operations.

Artificial Intelligence (AI)AutomotiveAutonomous VehiclesSensorTransportation
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H1B Sponsor Likelynote

Responsibilities

Manage a program to improve the customer experience and quality of Waymo’s service for riders - analyze feedback & data on the customer experience, share insights with cross-functional partners to improve the customer journey, and maintain a roadmap to track progress
Lead customer experience focused reporting cadences - own reporting cadences to ensure bring visibility to the customer experience and create accountability across teams
Own strategic programs to fix key rider issues - drive cross-functional progress against key areas for improvement
Develop Escalation programs to enable premium experiences as Waymo scales - refine current program for executive escalations and expand investigations capability to support additional needs
Collaborate - Work cross-functionally with Product, Engineering, Legal, and other teams to improve operations
Communicate - Present goals and progress to executive leadership

Qualification

Program managementStakeholder managementAnalytical skillsCustomer experienceCommunication skillsMBAAIData-driven decision makingProblem-solving skillsCollaboration

Required

Bachelor's Degree in business or related field
7+ years in consulting, operations strategy, or similar fields
Program management & stakeholder management expertise
Excellent written and verbal communication abilities
Strong analytical and problem-solving skills
Passion for delivering exceptional customer experiences

Preferred

MBA
Experience within an operations or strategy org at a tech company
Experience with global contact centers
Eagerness to build playbooks and processes for scale
Data-driven decision maker
Excited about applying innovation and AI

Benefits

Waymo’s discretionary annual bonus program
Equity incentive plan
Generous Company benefits program

Company

Waymo

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Waymo is a mobility technology company that improves transportation by developing self-driving solutions for travelers and daily commuters. It is a sub-organization of Alphabet.
dateFounded in 2009
location
Mountain View, California, USA
people-size1001-5000 employees
web-link
https://waymo.com

H1B Sponsorship

Waymo has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (231)
2024 (175)
2023 (268)
2022 (306)
2021 (298)
2020 (317)

Funding

Current Stage
Late Stage
Total Funding
$11.1B
Key Investors
Alphabet
2024-07-23Series C· $5.6B
2021-06-16Series B· $2.5B
2020-05-12Series A· $750M

Leadership Team

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Tekedra Mawakana
Co-Chief Executive Officer
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Elisa de Martel
Chief Financial Officer
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Recent News

Benzinga.com
Waymo Unveils Updated 'Ojai' Robotaxi Minivan Built In Collaboration With Zeekr
2026-01-09
Sherwood News
What Waymo’s new van means for Google
2026-01-09
Tech in Asia
Waymo rebrands Zeekr RT robotaxi over low US name recognition
2026-01-08
Company data provided by crunchbase