Program Manager, Vendor Service Delivery Lead

The Driver Understanding Software Quality & Experiences Operations team (DUSQE Ops) is at the heart of ensuring the safety, reliability, and quality of the Waymo Driver. Our mission is to build an adaptable and scalable operation, increasingly powered by AI, to deliver the crucial insights necessary to confidently deploy and grow Waymo's autonomous vehicle service.
Waymo is experiencing unprecedented growth, rapidly expanding into new cities and launching new vehicle platforms. DUSQE Ops is critical to this expansion, enabling us to scale safely and efficiently. The Vendor Service Delivery & Strategy team within DUSQE Ops owns vendor delivery and performance management at scale and drives continuous improvements in vendor performance and business outcomes.
As a Vendor Service Delivery Program Manager, you will be responsible for a portfolio of vendor service delivery programs that span across multiple functional / technical areas in the operations domain.

You will:

• Drive outcomes for large and complex vendor delivery programs that span multiple functions. Set up short/long term goals and priorities and drive delivery on projects and OKRs.
• Drive vendor service delivery excellence and transformative improvements through simplification, standardization, and automation of vendor management processes and solutions.
• Lead forecasting, workforce and budget planning, and plan-to-actuals spend monitoring processes. Hold partners accountable to SLAs, KPIs, budgets, and contractually committed operational improvements.
• Define and communicate priorities and resource allocation to vendor partners, provide delivery oversight and manage operational performance reporting.
• Communicate delivery status to stakeholders, and ensure achievement of customer-facing SLAs and defined operational targets.
• Anticipate risks to timelines and deliverables, and proactively develop mitigation and contingency strategies.

You have:

• Bachelor's degree in business, or technical discipline, or equivalent practical experience.
• 10+ years of experience and proven ability to manage complex, tech-enabled operations and work across cross-functional  partners to drive outcomes.
• Experience directing multiple scaled vendor supported operations running concurrently.
• Experience building and leading forecasting, workforce and budget planning, and plan-to-actuals spend monitoring processes for scaled operations.
• Willingness and flexibility to work non-standard hours, as required, to collaborate with teams based in US and other regions.
• Ability to thrive in a high ambiguity, dynamic environment.

We prefer:

• Experience working with fast-paced emerging technologies. Experience in SWQ / AI / Data Operations is a plus.
• Experience scaling vendor operations and bringing immature operations to maturity.
• Strong data analysis and technical skills; ability to work with Engineers across multiple disciplines.
• Proficiency in SQL and data visualization and using it to identify root causes of operational bottlenecks.
• Experience working in a multi-geography environment with US based teams.