Senior RA Global Service Delivery Specialist

Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. From component sourcing to end customer management, we enable and create value for Waymo through scaled and orchestrated deployment of the Waymo Driver. At Waymo, we are dedicated to building a culture that promotes collaboration and celebration. We value our team members' unique backgrounds, perspectives, and experiences and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

This role follows a hybrid work schedule and reports to the Head of Remote Assistance & Vehicle Dispatch.

• Manage Vendor Service Delivery & Enablement: Provide BPO vendor partners with the necessary tools, workflows, data access, and support to ensure operational effectiveness and SLA compliance during scaling
• Implement Global Governance & Quality Control: Establish robust governance, change management, and quality control frameworks across vendor relationships supporting the GOC
• Support Strategic Decision-Making & Footprint Expansion: Partner with cross-functional leads to construct evidence-based recommendations and evaluate trade-offs for vendor selection, international location strategy, BPO RFP evaluations, and multi-tier operational footprints for Remote Assistance
• Partner Cross-Functionally: Collaborate closely with Legal, Regulatory, Safety, Product, Engineering, and Workforce Management (WFM) to align operations with regional requirements
• Serve as Regulatory & Process SME: Act as the primary Subject Matter Expert on RA operations, drafting legal/operational documentation and answering inquiries from regulators, partners, and internal stakeholders
• 7+ years of experience in program management, operations, regulatory compliance, or vendor management within complex environments
• Bachelor's degree in Business, Public Policy, Legal Studies, Operations, or a related field
• Proven track record writing operational standards and compliance documentation for technical or operational workflows
• Demonstrated experience working under ambiguity, structuring unorganized problems into clear goals, and leading cross-functional alignment
• Strong analytical and problem-solving skills, with experience utilizing project management frameworks and tracking operational metrics
• Exceptional written and verbal communication skills, with the ability to draft formal documentation and present operational strategies to internal leaders and external partners
• 5+ years of Business Process Outsourcing (BPO) or vendor management experience, particularly in scaling offshore or multi-tier vendor operations
• Master’s degree in Business Administration (MBA), Law, or Public Policy
• Experience in highly regulated or safety-critical industries, such as autonomous vehicles, transportation, telecommunications, or aviation
• Background in Continuous Improvement (CI), change management, and operational process optimization

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