Operations Analyst, Demand Operations & Service Quality

About the role

The Ops Analyst, Demand Operations & Service Quality plays a crucial role in driving conversion, retention, and utilization within local markets. They provide analytical and operational support across the Demand Ops & Service Quality team, focusing on understanding rider pain points, building dashboards for self-service data, investigating escalated metrics, and supporting marketplace enablement.

Responsibilities

• Lead analytical reporting cadences for the Demand & Service Quality Operations team - preparing key reports, diagnosing issues, and identifying opportunities for improvement
• Drive key projects to deeply dive on operational challenges and improve business outcomes; support local operations managers with insights to elevate the service in their markets
• Design and develop metrics & dashboards to enable operations managers to understand and self-serve data; leverage AI to improve data analysis efficiency
• Create opportunities to upskill local operations managers in data analysis
• Communicate business results and insights to cross-functional partners and leadership
• Partner with cross-functional teams (e.g., Product Data Science, Product Management, User Research, etc.) to gain alignment on opportunities

Requirements

• 5-10 years of experience in analytical roles, with a keen interest in advocating for the solutions your analysis produces
• Analytical rigor: Exceptional data visualization, quantitative, and analytical modeling skills (e.g., expert level in SQL, Excel / Google Sheets required) and the ability to build data-driven business cases to make operational improvements
• Strong communication skills: Exhibit comfort presenting to senior leadership and mastery in collaborating across stakeholder groups
• Bridge between data & operations: Ability to bridge gaps between Data Science and Operations teams to ensure insights drive operational success and continuous improvement
• Curiosity! Unending curiosity about the metrics you set out to investigate and a desire to keep pulling the thread until you’ve figured out what’s going on
• Comfort with Ambiguity: Thrive in a "0 to 1" environment by bringing structure to messy, undefined data and building foundational reporting frameworks from the ground up
• Knowledge Multiplier: Go beyond individual contribution by serving as our analytics expert and teaching our team how to effectively deploy AI tools to upskill and elevate our collective data literacy

Qualifications

• Bachelor’s degree (Business, Operations, Data Science, Mathematics or related field)
• Expert-level SQL skills to query and model complex datasets, with experience building intuitive, ad hoc dashboards for operational self-service
• Familiarity with Python, R, or similar statistical programming languages is a plus
• Previous leveraging data to drive operational improvements
• Previous experience in AV, mobility technology, urban planning or transportation

Skills

• Data visualization
• Quantitative analysis
• Data-driven business case development
• Collaboration across stakeholder groups
• Data literacy
• Python, R, or similar statistical programming languages

Benefits

Waymo offers a comprehensive benefits package including health and wellness, financial wellness, flexibility and time off, supporting families, community and personal development, and cool perks such as access to Google offices, cafes, wellness centers, massages, and more. Employees are also eligible for a discretionary annual bonus program, equity incentive plan, and generous Company benefits program.

Pay

The expected base salary range for this full-time position across US locations is $130,000—$160,000 USD.

Schedule

This role is full-time.