Escalation Manager, Emergency Response

$120,000 - $120,000/Yr

Waymo - Phoenix, AZ

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, contributing to technical decisions, and leading process improvement initiatives. The position requires working in a high-stress environment and ensuring effective communication and coordination during emergencies.

Responsibilities

• Receive emergency calls from individuals in distress and assess the nature of the situation.
• Gather situational awareness and essential information about the emergency.
• Provide on-call guidance to teams to support them during emergencies.
• Manage escalations safely until help arrives and monitor emergency responder locations and status.
• Contribute to technical decisions by analyzing trade-offs and understanding risks.
• Lead the retrospective and root cause analysis process, 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 in operations, strategy, and planning.
• Demonstrated skill in navigating sensitive customer interactions during high-stress situations, including de-escalation and providing win-win outcomes.
• Proficiency in operating communication and computer systems for quick information access and updates.
• Proficiency in data analysis, presentation, and data entry reviews.
• Availability for rotating shifts, including nights, weekends, and holidays.

Nice-to-haves

• Certification in Emergency Telecommunications.
• 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