Ride-Hail Market Operations Lead

WaymoUSA4w ago

Continue with your CV

PDF, Word, or image. Under 10MB.

Upload CV

Apply now

Job description

About the role

As the , you will play a pivotal role in shaping the future of transportation through autonomous ride-hailing services. This position is designed for a strategic thinker with a passion for operational excellence and a deep understanding of market dynamics. You will be responsible for overseeing the operational aspects of our ride-hail services, ensuring that they are efficient, customer-focused, and aligned with Waymo's mission of making transportation safer and more accessible for everyone.

Key facts

Location: USA

Engagement: Full-time position

What you'll do

Lead the operational strategy for Waymo's ride-hail services, focusing on optimizing performance and enhancing customer satisfaction.
Collaborate with cross-functional teams, including engineering, product management, and marketing, to ensure seamless service delivery and alignment with business objectives.
Analyze market trends and customer feedback to identify opportunities for service improvement and innovation.
Develop and implement operational processes and best practices to streamline ride-hail operations, ensuring efficiency and scalability.
Monitor key performance indicators (KPIs) to assess operational effectiveness and drive continuous improvement initiatives.
Manage relationships with external partners, including local governments and regulatory bodies, to ensure compliance and foster collaboration.
Oversee the training and development of operational staff, ensuring that they are equipped with the necessary skills and knowledge to excel in their roles.
Coordinate with the safety and compliance teams to ensure that all operations adhere to Waymo's high safety standards and regulatory requirements.
Prepare and present regular reports on operational performance to senior leadership, highlighting successes and areas for improvement.
Lead initiatives to enhance the customer experience, utilizing data-driven insights to inform decision-making and drive service enhancements.
Engage with customers directly to gather feedback and understand their needs, translating insights into actionable operational strategies.
Foster a culture of innovation and collaboration within the operations team, encouraging creative problem-solving and proactive thinking.

Requirements

Bachelor's degree in business, operations management, or a related field; a master's degree is a plus.
At least 5 years of experience in operations management, preferably within the transportation or technology sectors.
Proven track record of leading operational teams and driving performance improvements in a fast-paced environment.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across diverse teams.
Experience in project management, with a focus on delivering results on time and within budget.
Familiarity with ride-hailing services or autonomous vehicle technology is highly desirable.
Ability to thrive in a dynamic, rapidly changing environment and adapt to new challenges.
Strong problem-solving skills and a proactive approach to identifying and addressing operational issues.

Nice to have

Experience working in a startup or high-growth environment, particularly in the tech or transportation sectors.
Knowledge of regulatory frameworks and compliance issues related to ride-hailing services.
Familiarity with customer experience design and user research methodologies.
Previous experience in a role that required stakeholder management and relationship building.

Skills & tools

Proficiency in data analysis tools such as Excel, SQL, or data visualization software.
Familiarity with project management tools and methodologies (e.g., Agile, Scrum).
Strong understanding of operational metrics and performance measurement frameworks.
Ability to utilize customer feedback tools and platforms to gather insights and drive improvements.

Practical notes

This position is based in San Francisco, CA, and may require occasional travel for site visits or partner meetings.
The salary range for this role is competitive and commensurate with experience.
Waymo is committed to creating a diverse and inclusive work environment and encourages applications from individuals of all backgrounds.
Visa sponsorship may be available for qualified candidates.