Operations Partner Manager

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 collaboration and celebration. We value our team members' unique backgrounds, perspectives, and experiences 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 Operations Partner Management

You will:

• Champion Operational Integration & Expansion: Serve as the primary advocate for the partner allowing them to launch and expand while facilitating two-way feedback loops to identify internal bottlenecks and streamline partner processes across cross-functional teams.
• Lead Structured Governance: Establish and manage Monthly and Quarterly Business Reviews (MBRs/QBRs) to track key performance indicators and evaluate relationship health, and develop strategic partner roadmaps.
• Drive Performance and Accountability: Deliver data-driven feedback and advise on corrective action plans or improvement strategies when service levels fall below established standards on a partnership level.
• Manage Overall Operational Engagement: Act as the central communication bridge for the partnership, proactively flagging contractual risks to the Partnerships team and ensuring unwavering alignment with internal expectations.
• Ensure Regulatory and Operational Compliance: Apply deep expertise to guide partners through initial business setup and ongoing steady-state operations to ensure adherence to global standards.
• Resolve Complex Operational Challenges: Bridge the gap between partners and internal teams to facilitate clear communication and provide timely resolution for high-level escalations.
• Promote Partner-Centric Solutions: Regularly collect feedback and advocate for the partner’s perspective to drive continuous improvement and ensure the sustained, long-term success of the partnership.

You have:

• 6-8+ years of experience in partner operations, customer success, or account management within a high-growth technology environment.
• Proven track record of managing complex partner-facing programs and leading structured governance cadences.
• Excellent communication and executive presence skills necessary to engage, influence, and align with C-suite and senior leadership at external partner organizations.
• Strong analytical proficiency with the ability to synthesize performance data into actionable feedback and long-term strategic roadmaps.
• Self-directed problem solver capable of identifying internal bottlenecks and advocating for partner-centric solutions across cross-functional teams.

We prefer:

• Data-Driven Process Improvement: Proficiency in using Lean, Six Sigma, or similar process improvement methodologies to measure the efficacy of a process.
• Performance Management Expertise: Proven track record of defining Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for external partners or internal operations.
• Strategic Planning and Modeling Experience: Confidence with developing strategic growth roadmaps, driving partner alignment and basic spreadsheet modeling, preferably with physical assets.

Travel Requirement:

• < = 25% of the year is spent traveling for in-person time with your team and to observe / work with partner operations