Responsibilities

• Monitor social channels via a team of Rider Support agents. Provide rapid-response support and analysis of rider sentiment to drive action from insights.
• Manage and improve the end-to-end intake of feedback from community members who interact with Waymo autonomous vehicles.
• Partner with Product, Safety, and our Ops team to drive tangible product and service improvements.
• Analyze engagement trends and community sentiment.
• Ensure our social and community support and communication is aligned to Waymo’s brand.
• Act as the first line of defense for high-priority social escalations, coordinating with PR and Legal teams to manage sensitive public-facing situations.

Requirements

• 6+ years in Social Media Management, Community Management, and Customer Experience (CX), specifically within a high-stakes or tech-forward industry.
• Expert-level experience with social listening and engagement tools (e.g., Sprinklr and others).
• Ability to turn qualitative comments into quantitative data; you should be comfortable building narratives from data and insights.
• Exceptional writing and speaking skills with the ability to balance a professional brand voice with authentic, human empathy.
• A track record of getting things done, quickly.
• A process-oriented approach to close the loop—you don't just report a problem; you follow it until it's solved.
• Travel up to 10% travel required

Preferred

• Prior experience in ride-hail.
• Experience in local government relations or community organizing, particularly in urban environments.
• Formal training in crisis communications or public relations.

Benefits

• Waymo employees are also eligible to participate in Waymo’s discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements.