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Open nowPosted 12 hours ago

Escalation Manager, Event Response Team; エスカレーション マネージャー、イベント対応チーム

Waymo369 open roles

Where
Fukuoka, Japan
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Your applicationOpen nowEscalation Manager, Event Response Team; エスカレーション マネージャー、イベント対応チームWaymo · Fukuoka, Japan

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The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. Waymo postings stay open a median of 59 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted 12 hours ago

Waymo median: 59 days open

The posting

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states.

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. Waymo Operations は、Waymo Driver を世界に届けることを使命としています。私たちは、世界初となる大型の自動運転フリートおよびオペレーション プラットフォームを構築し、スケーリングするグローバル チームです。部品調達からエンド カスタマーの管理まで、Waymo Driver を大規模かつ組織的に展開することで Waymo の価値を実現・創造します。Waymo は、協働と称賛を促す文化の構築に尽力しています。私たちはチームメンバーの独自の背景、視点、経験を尊重し、Waymo が事業を展開する地域社会にさらに貢献していけるよう、すべてのメンバーがアイデアを共有することをサポートし、奨励しています。

In this hybrid role, you will report to a Head of Event Responce エスカレーション マネージャーはハイブリッドな職種であり、イベント対応責任者の直属となります。

You will: 業務内容:

  • Critical Escalation Leadership: Serve as the primary incident leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect the community and general public. Resolve complex situations under pressure by balancing risk, safety, and operational continuity.
  • 重大なエスカレーションにおけるリーダーシップ: 優先度の高い安全および運用上の問題に関して、一次事故対応リーダーおよびエスカレーション窓口としての役割を担う。地域社会と一般市民を守るため、フリートや乗客に関する問題について、安全性を重視したリアルタイムの判断を下す。リスク、安全性、オペレーション継続性のバランスを取りながら、プレッシャーのかかる状況下で複雑な問題を解決する。
  • Cross-Functional Coordination: Partner with local leadership, Engineering, and Safety to direct immediate response actions and ensure business continuity. Act as the "single source of truth," providing authoritative updates and clear communication to executive stakeholders. Lead Operations teams in the swift execution of escalation pathways and response plans.
  • 部門横断的な連携: 現場のリーダー、エンジニアリング部門、安全部門と連携して、対応策を迅速に示し、ビジネスの継続性を確保する。「信頼できる唯一の情報源」となり、経営幹部クラスのステークホルダーに対し、信頼できる最新情報と明確なコミュニケーションを提供する。オペレーション チームを率いて、エスカレーション手順と対応計画を迅速に実行する。
  • Incident Review & Continuous Improvement: Lead structured post-incident reviews to identify root causes and translate findings into updated playbooks and workflows. Analyze recurring trends to propose system improvements and provide technical feedback to product and quality teams. Manage daily and weekly reporting for significant events, ensuring rigorous follow-up and corrective action.
  • インシデント レビューと継続的改善: インシデント発生後の体系的なレビューを主導し、根本原因を特定し、その結果を反映してハンドブックとワークフローを更新する。繰り返し発生する傾向を分析し、システム改善案を提案するとともに、プロダクト チームや品質チームに技術的なフィードバックを提供する。重大な事象に関して日次および週次でレポートし、厳格なフォローアップと是正措置を確実に実施する。
  • Operational Excellence & Technical Knowledge Retention: Standardize escalation frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain in-house technical knowledge retention and ensure strict compliance with safety and regulatory standards. Coordinate product releases with vendor teams, managing change management and performance tracking for new capabilities.
  • 効率的な運用と技術知識の維持: エスカレーション フレームワークと意思決定ハンドブックを標準化し、すべての市場やパートナーの間で一貫性を確保する。社内における技術知識の維持管理を行い、安全基準および規制基準を厳守する。ベンダーチームと連携してプロダクト リリースを調整し、新機能のチェンジ マネジメントとパフォーマンス トラッキングを行う。
  • Leadership & Safety Culture Building: Model composure and decisive leadership while managing high-pressure, critical incidents.Champion a culture of safety and accountability across internal teams and vendor partners. Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations.
  • リーダーシップと安全を重視する文化の構築: 高いプレッシャーのかかる重大な事案に対処する際に、冷静さと決断力のあるリーダーシップを発揮する。社内チームおよびベンダー パートナー全体で、安全と説明責任の文化を推進する。経営陣にとって信頼できるアドバイザーとして、また、エスカレーション発生時および発生後に現場チームのメンターとして貢献する。

You have: 必須条件:

  • Experience & Education: Bachelor’s degree (or 4+ years equivalent experience) with a proven background in high-pressure environments such as aviation, emergency response, or critical infrastructure.
  • 経験と学歴: 学士号（または 4 年以上の同等の経験）を取得しており、航空、緊急対応、重要インフラなどの高プレッシャー環境での業務遂行経験があること。
  • High-Stakes Decision Making: Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents.
  • 高リスクの意思決定: 複雑な事案の発生時に、安全とオペレーションの継続を優先するための感情的知性を備え、リアルタイムの批判的思考と沈静化に習熟していること。
  • Executive Communication: Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership.
  • 経営幹部とのコミュニケーション: 口頭、書面での優れたコミュニケーション能力を持ち、部門横断的なチームに信頼できる指示を提供し、経営幹部に簡潔なブリーフィングを行う能力があること。
  • Incident Leadership & Technical Proficiency: Demonstrated skill in leading post-incident reviews, translating data-driven trends into actionable playbooks, and navigating complex workflow management software.
  • インシデント リーダーシップと技術的熟練度: インシデント後のレビューを主導し、データに基づいて分析した傾向を実行可能なハンドブックに反映し、複雑なワークフロー管理ソフトウェアを操作するスキルを実証できること。
  • Operational Requirements: Bilingual fluency in Japanese and English, with the flexibility to work a 24/7 rotating shift schedule including nights, weekends, and holidays.
  • 業務要件: 日本語と英語の両方に堪能で、夜間、週末、祝日を含む 24 時間 365 日の交代勤務スケジュールに柔軟に対応できること。

We prefer: 歓迎条件:

  • Emergency Operations Leadership: Proven experience leading command center or emergency dispatch operations, ideally supported by an Emergency Telecommunications certification.
  • 緊急オペレーションのリーダーシップ: 指令センターまたは緊急通報業務を主導した実績があり、理想的には緊急通信の認定を受けていること。
  • Public Safety Background: Previous experience in law enforcement or emergency services with specialized training in de-escalation and managing high-distress scenarios.
  • 公共安全の経歴: 法執行機関または緊急サービスの経験が過去にあり、事態の沈静化と高ストレス シナリオのマネジメントに関する専門的なトレーニングを受けていること。
  • Industry Context: Prior exposure to the autonomous vehicle (AV) or rideshare industries is a significant plus.
  • 業界に関する状況: 自律走行車両（AV）またはライドシェア業界での経験は大きなプラスになります。

Travel: 出張要件

  • This role will require 15% travel.
  • チーム ミーティング、ベンダー訪問、その他のオペレーション ニーズに応じて、最大 15%
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