Strategy & Ops Manager, Marketplace & Demand Ops Enablement

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. The Waymo Driver powers Waymo's fully autonomous ride-hail service and has provided over ten million rider-only trips. The Demand Operations & Service Quality team drives activation, conversion and retention within local markets. The Strategy & Operations Manager, Marketplace & Demand Ops Enablement is the analytical backbone of the Demand Ops team, responsible for the health of the marketplace, improving top rider pain points, and enabling Regional Demand Ops Managers. This role follows a hybrid work schedule and reports to the Head of Demand Operations & Service Quality.

Responsibilities

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 and enabling regional Demand Ops Managers to own their metrics; 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; Enable Regional Demand Ops Managers Training: Own onboarding and training for Regional Demand Ops Managers, vendors and partners to ensure operational parity across all markets; Process QA: Develop and oversee a Quality Assurance process to ensure Regional Demand Ops efforts achieve strong and consistent results and consistency across Internal, Partner and Vendor outputs; Drive Cross-functional Improvements: Act as a leader for the Demand, Service Quality and Marketplace Ops strategy. Identify gaps in the current processes and partner with Regional Ops teams, Marketing/BD/Policy, Product/PDS/Eng, and more to build scalable processes and product/tooling solutions

Requirements

8+ years of experience in Strategy & Operations, Consulting, Marketplace Ops, or Business Intelligence; Analytical Rigor: Strength in interpreting complex datasets to drive operational improvements; Mastery of Scalability: Proven track record of taking a manual process and turning it into a repeatable, documented 'playbook' or framework; 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; Technical Literacy: Comfort working with Product/Eng teams to define requirements for internal tools and data visualization; Risk Management: Experience identifying and mitigating operational risks in physical environments or public-facing operations; Bachelor's degree (Business, Operations, or related field); Travel Requirements: 15%

Nice to have

Marketplace Experience: Direct experience managing marketplace operations; AV/Mobility Experience: Previous experience in AV, mobility technology, urban planning or transportation

Benefits

Top-notch medical, dental and vision insurance; mental wellness support; gym membership; special wellness programs; competitive compensation; bonus opportunities; equity; employee provident fund; employee discounts; flexibility to work from another location for four weeks per year; on-site or hybrid work model; remote working opportunities; paid time off; bereavement leave; sick leave; parental leave; discretionary annual bonus program; equity incentive plan; generous Company benefits program