About this role
Role Overview
- Lead end-to-end category management for a highly diverse portfolio, balancing SLA-driven Rider Support/Call Center BPOs with subjective, ROI-driven Marketing and Creative Agency partnerships.
- Partner with Operations leaders to design and procure the external footprint for our Rider Support centers, ensuring hyper-scalable, high-quality customer experience (CX) vendor solutions as we launch in new cities.
- Lead complex negotiations for creative, media, and PR agency retainers, establishing outcome-based commercial models and ensuring strict IP and brand protection.
- Lead the end-to-end RFX process, build multi-year category strategies, and oversee complex, Waymo-wide supplier relations to maximize value creation and total cost of ownership (TCO).
- Negotiate and draft Master Services Agreements (MSAs) and Statements of Work (SOWs) that minimize business risk, specifically focusing on data privacy for Rider Support and liability caps for Marketing output.
Requirements
- At least 10 years of procurement experience, including 7+ years focusing heavily on Marketing Services, BPO/Call Center Operations, or Customer Experience (CX) outsourcing.
- Expertise in managing large-scale global BPO deals, including cost-per-productive-hour (CPPH) models, staffing ratios, and rigorous SLA/penalty frameworks.
- Deep understanding of marketing procurement nuances, including agency fee models (retainer vs. project), media buying transparency, and creative production costs.
- Proven ability to perform make-versus-buy outsourcing analyses and develop TCO models for high-headcount operations.
- Excellent executive presence with the ability to influence creative marketing leaders and highly analytical operations directors alike.
Benefits
- Waymo employees are also eligible to participate in Waymo’s discretionary annual bonus program
- Equity incentive plan
- Generous Company benefits program, subject to eligibility requirements.