Strategy & Ops Manager (Marketplace & Demand Ops Enablement)

Join Waymo as a Strategy & Ops Manager in the Marketplace & Demand Ops Enablement team. In this role, you will be responsible for maintaining a positive presence in the community, optimizing the pickup and dropoff experience, and building relationships with community members. You will also develop marketplace ops metrics and reporting, support the marketplace roadmap, design operational mitigations for marketplace challenges, enable training for regional demand ops managers, oversee process quality assurance, and drive cross-functional improvements. This is a hybrid position that reports to the Head of Demand & Service Quality Ops.

• Develop Marketplace Ops Metrics & Reporting: Partner with Product & Product Data Science to design how Ops will report on Marketplace metrics, maintaining rigor in understanding how we serve customers and generate demand.
• Support Marketplace Roadmap: Partner with Product, Engineering and Product Data Science to influence the roadmap for marketplace levers.
• Design Operational Mitigations Marketplace Challenges: Investigate issues impacting our marketplace and develop scalable processes for Regional Demand Ops Managers to mitigate issues within their markets.
• Analytical Rigor: Proficiency in SQL or advanced data modeling to interpret complex datasets and drive operational improvements
• Mastery of Scalability: Proven track record of taking a manual process and turning it into a repeatable, documented "playbook" or framework. You don't just solve a problem once; you build the playbook and the tool so it stays solved across 10+ markets
• Technical Literacy: Comfort working with Product/Eng teams to define requirements for internal tools and data visualization
• Bachelor’s degree (Business, Operations, or related field)
• 8+ years of experience in Strategy & Operations, Consulting, Marketplace Ops, or Business Intelligence
• Risk Management: Experience identifying and mitigating operational risks in physical environments or public-facing operations
• Strategic Communication & Stakeholder Management: Ability to communicate with both executives and vendor teams, and lead large-scale, cross-functional project teams through high-pressure situations
• Marketplace Experience: Direct experience managing marketplace operations
• AV/Mobility Experience: Previous experience in AV, mobility technology, urban planning or transportation