Head of Market Operations

• As the Market Operations Lead for the San Francisco Bay Area (SFBA), you will be a confident, decisive, and results-oriented leader sitting at the critical intersection of global strategy and hyperlocal execution
• You will own the end-to-end performance of the SFBA Ride-hail commercial operations, serving as the primary architect of operational success and the champion of the on-road rider experience
• In this role, you act as the commanding presence that inspires cross-functional teams to deliver a safe, reliable, and high-quality autonomous ride-hailing service
• You are responsible for ensuring that every ride builds deep customer trust while balancing on-the-ground service reliability with long-term scalability. You will drive innovation through a mindset of continuous improvement, ensuring the Waymo Driver is integrated seamlessly and safely into the fabric of the Bay Area
• In this hybrid role, you will report to a Head of Market Operations

Operational Performance & Accountability: Orchestrate daily/weekly market reviews and business-critical stand-ups to align multifunctional teams with ambitious performance targets (e.g., rides, in-service supply); institutionalize rigorous Corrective and Preventive Action (CAPA) frameworks to systematically address performance gaps and ensure long-term operational excellence

Strategic Market Expansion: Champion the end-to-end execution of market readiness protocols and high-stakes go/no-go reviews for territory expansion and complexities (airports, freeways, urban expansion); ensuring seamless, and high-impact service launches

Infrastructure & Depot Orchestration: Oversee depot readiness audits and site enablement milestones (power, layout, staffing); optimize fleet flow and turnaround times within depots to maximize utilization and reduce vehicle downtime

Cross-Functional Execution & Stakeholder Diplomacy: Drive weekly syncs with Engineering, Product, and Policy to resolve blockers; manage vendor performance against rigorous SLAs and build strong relationships with external partners to maximize business value

Supply/Demand Harmonization: Lead a diverse team to monitor real-time supply-demand mismatch and adjust fleet allocation, hours of operation, or geographic zones to optimize balance, while overseeing local market activations and demand-generation events

Strategic Leadership & Cost Optimization: Work cross-functionally to develop and implement a comprehensive market strategy focused on growth and profitability; manage departmental budgets and resource allocation to drive operational efficiencies and sustainable long-term results

Benefits

• Medical, dental, and vision insurance for employees and dependents
• Employee assistance programs focused on mental health
• Personalized workplace adjustments for diverse needs and abilities, including physical, mental, and neurodivergent considerations
• Access to mental health apps
• Onsite wellness centers
• Support programs including menopause benefit
• Medical advocacy program for transgender employees
• Second medical opinion for you and your loved ones
• Counseling services
• Competitive compensation
• Regular bonus and equity performance grant opportunities
• Generous 401(k) and regional retirement plans
• Annual cross-company compensation review and pay equity analysis
• 1-on-1 financial coaching
• Fertility and growing family assistance
• Parental leave and baby bonding leave
• Survivor income benefit
• Backup childcare
• Elder care and support
• Caregiver leave
• Paid time off, including vacation, bereavement, sick leave, parental leave, disability, and holidays
• Jury duty leave
• Military leave
• Hybrid work model with remote work opportunities also available
• Educational reimbursement
• Peer learning and coaching platform
• Donation matching programs
• Volunteer hours
• Employee resource groups
• Internal community groups and local culture clubs
• Inspiring spaces to work, recharge, and collaborate with fellow Waymonauts
• On-site meals and snacks
• Fitness centers, massage programs, and ergonomic support
• On-demand fitness, wellbeing, and cooking classes
• Commuter benefits

Decisive Problem Solving: A track record of making high-stakes, data-driven decisions in fast-paced 24/7 operational environments

Communication Excellence: Superior verbal and written communication skills, with the ability to distill complex technical concepts into actionable insights for diverse audiences

Extensive Leadership Experience: Bachelor’s or MBA degree plus 10+ years of experience in operations management, with at least 5 years in a senior leadership role overseeing complex, high-stakes environments

Strategic Fiscal Stewardship & P&L Ownership: Demonstrated expertise in overseeing substantial departmental budgets and complex P&Ls, driving high-impact resource allocation strategies that catalyze profitability and advance long-term operational maturity in high-growth environments

Multi-Vendor Operations Management: Extensive experience managing highly complex multi-vendor operations, ensuring third-party execution aligns with rigorous safety, quality, and performance standards across the market

Strategic Execution: Proven ability to develop and execute market strategies, drive large-scale performance improvements, and lead teams through periods of rapid scaling or volatility

AV & Mobility Domain Expertise: Direct experience within the Autonomous Vehicle (AV) industry or a high-growth TNC/ride-sharing environment

Fleet Operations Scaling: Proven experience managing and scaling fleet operations, inclusive of owning the end-to-end lifecycle from fleet repairs to deployment to service the market

Stakeholder Mastery: Exceptional ability to build and maintain strategic relationships with internal executives, external partners, vendors, and community leaders

Diverse Team Leadership & Development: Proven ability to manage and develop a high-performing team with diverse skill sets and varying learning curves, fostering a culture of continuous growth and inclusive operational excellence

Lean/Six Sigma Certification: Proficiency in Lean methodology or Six Sigma frameworks to drive systemic process refinement and operational excellence

Crisis Management: Experience leading incident response, Business Continuity Plans (BCP), and large-scale recovery efforts in a public-facing service sector

Travel requirement: 10% of the time