Technical Program Management, Service Quality

Waymo’s Technical Program Managers and Program Managers are accountable for Waymo’s roadmap execution by providing thoughtful cross-functional planning, clarity, and proactive risk management. In the face of complex technical and operational challenges with no established playbooks to follow, we act with thoughtful urgency, driving conversations, discussions, and outcomes. Our team partners closely with every function of Waymo to structure, own and drive work towards real-world deployments of the Waymo Driver across platforms and geographies.

You will:

• Lead critical Service Quality Improvement programs across Product, Engineering, Data Science, and Operations.
• Establish and define key quality metrics and frameworks to track and continuously improve the rider experience across all operating markets.
• Drive strategic initiatives to proactively identify, prioritize, and manage dependencies and risks.
• Align stakeholders across the organization and represent the programs to executive leadership to remove blockers and drive accountability.
• Apply strong technical judgment to evaluate system trade-offs, improve scalability, and ensure delivery quality.
• Manage program roadmaps, portfolio prioritization, and resource allocation to ensure timely delivery and success of core business outcomes.

You have:

• 7+ years of experience managing highly complex cross-functional programs with a holistic understanding of business-wide functions (e.g. Product, Eng, Operations, etc).
• Proven track record of driving large-scale, ambiguous technical programs end-to-end, managing cross-functional dependencies, timelines, and risks across multiple stakeholders.
• Strong technical background with the ability to engage credibly in technical design discussion with engineering and evaluate technical trade-offs.
• Aptitude for analyzing disparate data points and metrics into structured priorities and actionable burndown paths to drive incremental, measurable quality gains.
• Exceptional communication and leadership skills with demonstrated ability to align diverse cross-functional teams and influence executive leadership.

We prefer:

• Expertise with complex technical systems that bridge software with physical operations.
• Experience working closely with operational logistics, customer support operations, or field-facing technical programs.
• Familiarity working with large datasets, metrics, or reliability / quality engineering frameworks to diagnose system issues