Escalation Manager

Waymo · Tempe, AZ, USA

Pay

$159k–196k

Setting

On-site

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Why Waymo Working at Waymo Teams Early careers How we hire Open roles Visit Waymo.com Escalation Manager TEMPE, ARIZONA, UNITED STATES FULL-TIME OPERATIONS 5251 Apply now Add to favorites View favorites Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states. 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 inclusivity and celebration. We value diverse backgrounds, perspectives, and experiences; recognize that inclusive actions lead to equitable outcomes; and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate. In this hybrid role, you will report to the Head of Event Response and will be based in Phoenix, AZ. You will: Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect the community and general public. Resolve complex situations under pressure by balancing risk, safety, and operational continuity. Partner with local leadership, Engineering, and Safety to direct immediate response actions and ensure business continuity. Act as the "single source of truth," providing authoritative updates and clear communication to executive stakeholders. Lead Operations teams in the swift execution of escalation pathways and response plans. Collaborate in structured post-incident reviews, capturing root causes, corrective actions, and lessons learned. Translate findings into updated policies, workflows, and playbooks that strengthen future responses. Proactively identify recurring trends and propose improvements to operational systems and processes. Lead daily shift and weekly reporting for notable and significant events, ensuring appropriate follow-up. Provide feedback to product/quality teams and consult on technical decisions by analyzing trade-offs, understanding alternative risks, and benefits. Standardize escalation frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain in-house technical knowledge retention and ensure strict compliance with safety and regulatory standards. Coordinate product releases with vendor teams, managing change management and performance tracking for new capabilities. Model composure and decisive leadership while managing high-pressure, critical incidents.Champion a culture of safety and accountability across internal teams and vendor partners. Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations. You have: Proven experience in high-pressure operational environments such as network operations, aviation, emergency response, or critical infrastructure. Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents. Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership. Experience with workflow management tools, escalation systems, and knowledge management practices. Proficiency in operating communication and a variety of SW tools and emergency response protocols and interpreting large sets of data to extract trends and analysis. Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage to support the operations. We prefer: Experience in Leading Command Center/Dispatching: Previous experience as a leader in emergency role is preferred, as it provides a foundation for handling emergency calls and coordinating with emergency responders effectively. Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field demonstrates proficiency in dispatch procedure Previous experience in law enforcement or operations / emergency services with specialized training in de-escalation and managing high-distress scenarios. Prior exposure to the autonomous vehicle or rideshare industry Travel requirements: Up to 5% for team events and site visits The expected base salary range for this full-time position across US locations is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Your recruiter can share more about the specific salary range for the role location or, if the role can be performed remote, the specific salary range for your preferred location, during the hiring process. Waymo employees are also eligible to participate in Waymo’s discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements. Salary Range $159,000—$196,000 USD We appreciate your interest in Waymo. Waymo is proud to be an equal opportunity employer, committed to creating a culture of belonging and maintaining a supportive workplace for all employees. We welcome applicants of all backgrounds, and employment decisions are based on a candidate’s qualifications, experience, and alignment with job requirements and business needs. Waymo does not discriminate against, and prohibits harassment of, any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, military status, family status, pregnancy, genetic information or any other basis protected by applicable law. Waymo will also consider for employment qualified applicants with criminal records in accordance with applicable law. Waymo is committed to making sure our hiring process is accessible for all candidates. If you need assistance applying for a role or participating in the interview process due to a disability, please let the recruiting team know or email waymo-candidatesupport@google.com. (This email address is intended to be used only for requesting accommodations as part of the application process. Other inquiries will not receive a response.) Share Share Job Alerts Sign up to receive tailored job alerts delivered straight to your inbox! First Name (required) Last Name (required) Email (required) Choose departments and locations you're interested in: Finalize your job alert by selecting criteria from the dropdowns below. You can select multiple options from each dropdown by returning to the combobox and re-entering the list of options. Submit at the end to create your job alert. Departments OPERATIONS Locations TEMPE, ARIZONA, UNITED STATES Notify me By submitting your email address, you agree to our Candidate Privacy Policy. The data you enter will be retained for two years (four years in California), unless you delete it before that time. You may unsubscribe from job alerts or remove your data from the system at any time. Related Job Openings Emergency Management Program Manager Tempe, Arizona. Mountain View, California. San Francisco, California System Disruption Manager Tempe, Arizona Director, Global Operations Control Tempe, Arizona Technical Training Manager (WRA/RS) Tempe, Arizona. Mountain View, California Quick Links How We Hire Our Benefits Some of our Benefits Health and wellness Our people are at the heart of everything we do. At Waymo, you can enjoy top-notch medical, dental and vision insurance, mental wellness support, gym membership, and special wellness programs. Financial wellness Your financial peace of mind is important to us. At Waymo, we offer competitive compensation, bonus opportunities, equity, employees provident fund, and lots of other perks and employee discounts. Flexibility and time off Take the time you need to relax and recharge. Enjoy the flexibility to work from another location for four weeks per year. We support an on-site or hybrid work model and offer remote working opportunities, paid time off, bereavement, sick, and parental leave. Previous Next Learn more Ready to Apply? To ensure thorough consideration of each application, candidates may submit up to 5 job applications within a 60-day period. We encourage you to carefully review job descriptions and apply to positions that best match your skills. Applications beyond this limit will not be considered. 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