Revolutionizing transportation with autonomous driving
Waymo, a subsidiary of Alphabet Inc., is at the forefront of autonomous driving technology, operating robotaxis in cities like Phoenix, San Francisco, and Los Angeles. With over 10 million fully driverless rides and more than 100 million miles driven, Waymo is transforming transportation. The compan...
Waymo offers comprehensive medical, dental, and vision insurance for employees and their dependents, along with commuter benefits and onsite wellness ...
Waymo fosters a culture of innovation and safety, focusing on the real-world application of autonomous technology. The company values diversity and in...
Waymo • Mountain View, CA, USA; San Francisco, CA, USA; Phoenix, AZ, USA; Los Angeles, CA, USA
Waymo is seeking a Customer Experience Strategy & Escalations Program Manager to enhance the customer experience and service quality for riders. This role involves analyzing feedback and data to drive improvements in Waymo's autonomous ride-hail service.
You have a strong background in customer experience management, ideally with experience in program management within technology or operations. You are skilled at analyzing data and feedback to identify areas for improvement and have a proven track record of implementing successful strategies that enhance customer satisfaction. You thrive in collaborative environments and are passionate about using data-driven insights to inform decision-making. You understand the importance of communication and can effectively share findings with stakeholders to drive change. You are adaptable and can navigate the complexities of a rapidly evolving industry like autonomous driving.
In this role, you will manage a program focused on improving the customer experience for Waymo's riders. You will analyze customer feedback and operational data to identify trends and areas for enhancement. Collaborating closely with cross-functional teams, you will develop and implement strategies aimed at elevating service quality. You will also be responsible for monitoring the effectiveness of these strategies and making adjustments as necessary to ensure continuous improvement. Your role will involve regular reporting on program progress and outcomes to senior management, ensuring that customer insights are integrated into operational practices. You will engage with customers directly to gather qualitative feedback, which will complement your quantitative analysis. Additionally, you will participate in the development of training materials and resources for team members to ensure a consistent approach to customer service across the organization.
Waymo offers a competitive salary range of $152,000—$192,000 USD, along with eligibility for an annual bonus program and equity incentive plan. You will be part of a dynamic team dedicated to transforming mobility through technology. The company promotes a culture of collaboration and values diverse perspectives, encouraging all team members to contribute their ideas. You will have access to generous benefits, including health and wellness programs, and opportunities for professional development within a pioneering organization in the autonomous driving space.
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