Operations Analyst, Demand Operations & Service Quality

The Demand Operations & Service Quality team at Waymo drives conversion, retention, and utilization within local markets via metrics design and oversight, issue mitigation, and key demand opportunities. The Ops Analyst, Demand Operations & Service Quality will provide analytical and operational support across the team, focusing on understanding top rider pain points, building dashboards for Ops Managers to self-serve 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 deep 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