Escalation Manager, Emergency Response

Full-time - Mid Level

Phoenix, AZ

Administrative and Support Services

About the position

The Escalation Manager for Emergency Response at Waymo is responsible for managing emergency situations by receiving distress calls, assessing the situation, and coordinating responses until help arrives. This role involves providing guidance to teams, analyzing technical decisions, and leading process improvement initiatives within the operations team. The position requires strong communication skills and the ability to navigate high-stress situations effectively.

Responsibilities

• Receive emergency calls and assess the nature of the situation.
• Gather essential information and situational awareness regarding emergencies.
• Provide on-call guidance to teams during emergencies.
• Manage escalations safely until help arrives.
• Monitor emergency responder locations and status for coordination.
• Analyze trade-offs and risks to contribute to technical decisions.
• Lead retrospective and root cause analysis processes, including executive presentations and documentation.
• Coordinate process improvement programs and tooling deployments as the release manager.

Requirements

• Bachelor's degree or 4+ years of work experience in program management, operations, strategy, and planning.
• Demonstrated skill in navigating sensitive customer interactions during high-stress situations.
• Proficiency in operating communication and computer systems for quick information access and updates.
• Strong data analysis skills and experience with presentation and data entry reviews.

Nice-to-haves

• Certification in Emergency Telecommunications (preferred).
• Previous experience in a dispatching role.
• Familiarity with dispatching software and emergency response protocols.

Benefits

• Discretionary annual bonus program
• Equity incentive plan
• Generous company benefits program