Global BPO Service Delivery Lead, Event Response

The role

You will maintain and execute vendor strategy and manage the work of AI and human agents. You will also develop programs for vendor collaboration and establish governance frameworks for compliance and risk management.

What you will do

• Maintain and execute comprehensive vendor strategy aligned with Waymo's roadmap and business objectives.
• Support and advise on vendor procurement, scope expansion, and vendor transition or off boarding.
• Manage and oversee the work of AI and human agents delivered internally and by the vendor workforce.
• Provide vendors with necessary access, tools, data, resources, and support.
• Develop and implement programs that facilitate vendor and stakeholder collaboration.
• Ensure Vendor readiness for effectiveness in current markets and readiness for scale.
• Manage the process of transitioning or documenting contract workflows.
• Review and advise on workflows for efficiency and integrate best practices.
• Establish and maintain a robust governance framework for compliance and risk management.
• Manage exception handling for off nominal requirements or special events.

Required qualifications

• 10+ years with program/vendor management in operations, strategy, and planning.
• Bachelor's degree in business or related field or equivalent practical experience.
• 5+ years of Business process outsourcing experience
• Proven experience with managing and implementing AI workflows and AI Agents.
• Excellent problem-solving, critical thinking, and analytical skills.
• Experience in applying project management tools.
• Strong verbal and written communication and interpersonal skills.
• Ability to work with and influence cross-functional teams and external partners.
• Ability to deal with multiple conflicting priorities and stakeholder issues.

Nice to have

• 8+ years experience leading outsourcing engagements
• experience scaling outsourcing engagements and bringing immature operations to maturity
• Masters Degree in Business Administration
• Experience with Continuous Improvement Activities
• Exceptional quantitative skills and understanding of supply & demand modelling

Benefits

• discretionary annual bonus program
• equity incentive plan
• generous Company benefits program

About the company

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Waymo Operations is a global team building and scaling the world's first and leading autonomous fleet and operations platform.