Director, Market Operations - East

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.

This hybrid role reports to the Head of Ride Hail Operations.

The Director, Market Operations East, serves as the senior executive accountable for the end-to-end operational health, service reliability, and long-term scalability of autonomous vehicle operations across both owned and partner-operated markets within an assigned region. This role ensures that regional operations consistently deliver safe, reliable, and high-quality service, building and sustaining customer trust while meeting Waymo's strategic objectives, regulatory commitments, and brand standards.

Operating at a strategic and enterprise level, this leader defines the operating vision, governance model, and performance expectations for the region, while ensuring operational outcomes are delivered through empowered Market Leads and Regional Partner Leads. The Director maintains clear accountability for regional operational performance, including safety adherence, fleet availability, service reliability, rider experience, and demand fulfillment.

This role also serves as the primary voice of field operations for the region, representing operational realities, insights, and risks into centralized teams such as Product, Engineering, Safety, and Enterprise Operations. Through strong leadership, performance management, and cross-functional partnership, the Director ensures that both Waymo-owned and partner-operated markets operate to consistent standards while scaling safely and efficiently over time.

You will:

• Own Regional Operational Performance: Accountable for the overall operational health, safety performance, service reliability, fleet availability, and demand fulfillment across both owned and partner-operated markets.
• Protects Brand Integrity: Ensure regional operations consistently deliver safe, reliable, and high-quality service, reinforcing customer trust and public confidence in Waymo.
• Develop Regional Strategy: Set regional operating strategy and performance expectations aligned with Waymo's long-term business objectives, service standards, and brand commitments.
• Establish Governance Frameworks: Establish and enforce governance, accountability, and decision frameworks across Market Leads and Regional Partner Leads to ensure consistent operational execution.
• Champion Partner Success: Ensure partner-operated markets meet Waymo operational standards and deliver sustainable operational performance while building strong long-term partnerships.
• Serve as the Voice of Operations: Represent regional operational insights, risks, and improvement opportunities into centralized teams including Engineering, Product Operations, Safety, and Enterprise Support.
• Manage Risk: Serve as the senior escalation point for material operational, safety, regulatory, or reputational risks within the region.
• Oversee Regulatory Compliance: Provide leadership oversight to ensure regulatory compliance, audit readiness, and adherence to Waymo's Safety Management System (SMS).
• Drive Cross-Functional Alignment: Partner with senior leaders across Safety, Engineering, Product Operations, Legal, Finance, Communications, and Public Affairs to ensure cohesive delivery of service and risk management.
• Enable Operational Resilience: Oversee regional readiness and resilience including incident response posture, continuity planning, and recovery capabilities.
• Serves as a Mentor: Develop and mentor senior operational leaders, ensuring a strong and sustainable leadership pipeline across the region.

You have:

• 15+ years of senior leadership experience managing complex regional operations within technology, mobility, logistics, aviation, or other safety-critical industries.
• Proven experience scaling operations across multiple markets or regions, including market entry, operational stabilization, and growth.
• Strong background operating within safety-critical environments where operational discipline and risk management are essential.
• Experience leading operations in regulated environments with active engagement with government agencies and regulatory bodies.
• Demonstrated success managing partner-operated or franchise-style operating models while ensuring consistent service standards.
• Expertise in establishing governance frameworks, performance metrics, and accountability models across distributed operational teams.
• Skilled in cross-functional collaboration with engineering, product, safety, legal, and infrastructure teams.
• Strong understanding of operational performance drivers, including fleet utilization, service reliability, supply-demand balance, and customer experience.
• Experience managing regional P&L responsibility, budget planning, and cost optimization.
• Proven ability to build and develop high-performing leadership teams while mentoring future operational leaders.
• Strong executive communication skills with the ability to influence enterprise-level strategy and investment decisions.