Scaled Operations Manager, Waymo Support

You will report to the Head of Global Waymo Support and Operations Intelligence and be based in Hyderabad, India.

You will:

• Contribute to Operations Center programs by developing and realizing overall operations strategy, defining scope of work, understanding requirements and needs, implementing new processes, and contributing to ongoing operational process improvements.
• Work with internal stakeholders and product to roadmap tooling, process and people enablements to improve Waymo Support
• Manage long-term Operations Center vendor strategies, including cost allocation and prioritizations, creating and managing POs, monitoring and reporting on budget monthly, verifying and approving invoices. Creating forecasting models to manage cost overrun.
• Develop vendor contract and enforcement, RFP design, define vendor selection criteria and continuous improvements of vendor processes named in the contracts in order to maintain or exceed quality standards.
• Develop strategies to drive the high-quality Support interactions by, manage vendor partnerships and SOWs to ensure effective delivery of SLAs and KPIs and iterating on these metrics as applicable to met the needs of the business.
• Analyze ongoing operational needs, including vendor partnerships, and present recommendations to influence both Sr. Leadership and Stakeholders.
• Be accountable for operations by coordinating with key vendor contacts to track and ensure successful execution on contract terms regarding resourcing, quality, and delivery of services to meet Waymo's business needs.
• Drive vendor selection and overall vendor operations strategies in support of Waymo's business objectives and long-term plans. Source new vendor partners or expand scope of service offering with current vendor partners. Lead negotiations for vendor contracts and serve as a key point of contact for vendor relationships internally and externally.
• Develop and deploy vendor-specific infrastructure, including security, tools, and processes needed to successfully execute on Service level agreements.
• Host and lead regular internal business reviews and effectively partner with cross-functional teams both locally and globally to drive continuous improvement against topline metrics.
• Manage the daily work of the vendor partner including communicating new launches, ensuring training compliance, managing vendor escalations.

You have:

• 10+ years with program/vendor management in operations, strategy, and planning.
• 5+ years experience in customer service related role.
• Bachelor's degree in business or related field
• Demonstrate excellent problem-solving, critical thinking, and analytical skills with experience applying project management tools

We prefer:

• 8+ years experience executing multiple vendor partnerships for a single operation
• 8+ years experience leading outsourcing engagements, experience scaling outsourcing engagements and bringing immature operations to maturity
• Masters Degree in Business Administration