Center Of Excellence Manager - Rider Support

We are seeking a strategic and experienced Service Delivery Manager to lead operations for **Waymo Rider Suppor** t in Phoenix, Arizona-the heart of autonomous vehicle innovation. In this client-facing leadership role, you'll be responsible for end-to-end service delivery, ensuring a seamless support experience for Waymo riders. You'll work closely with Waymo's stakeholder teams to align on rider expectations, safety protocols, and performance goals. The ideal candidate will bring a strong background in operations management and a genuine understanding of Waymo's product, mission, and customer experience standards. **Key Responsibilities:** **Client Engagement & Relationship Management** Be the primary liaison with Waymo's client teams. Lead operational reviews, performance reporting, and strategic discussions with a focus on trust, transparency, and continuous improvement. **Rider Support Operations** Manage the daily execution of support services, ensuring teams meet or exceed all SLAs, KPIs, and quality benchmarks. Champion service excellence, rider empathy, and proactive issue resolution. **Waymo Product & Process Alignment** Stay deeply informed about Waymo's autonomous vehicle technology, rider experience updates, and service expansions. Translate changes into operational readiness and process improvement. **Team Leadership & Development** Lead, coach, and support team leads and frontline support agents. Build a positive, accountable, and high-performing culture rooted in empathy and innovation. **Escalation & Incident Management** Handle high-impact rider escalations with urgency and professionalism. Collaborate with Waymo's internal teams for timely resolutions and root cause analyses. **Performance Insights & Strategy** Use rider interaction data and service trends to identify insights and recommend improvements to both internal processes and the Waymo rider experience. **Change & Launch Management** Drive readiness for new city launches, product feature rollouts, or operational changes. Ensure teams are trained, equipped, and aligned with Waymo's safety and service standards. **Salary and Other Compensation:** The yearly rate for this position is **$90,000.00 - $100,000.00 per year** , depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans. **Benefits:** Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: + Medical/Dental/Vision/Life Insurance + Paid holidays plus Paid Time Off + 401(k) plan and contributions + Long-term/Short-term Disability + Paid Parental Leave + Employee Stock Purchase Plan **Disclaimer:** The yearly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Cognizant will only consider applicants for this position **who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.** **The Cognizant community:** We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive. + Cognizant is a global community with more than 300,000 associates around the world. + We don't just dream of a better way - we make it happen. + We take care of our people, clients, company, communities and climate by doing what's right. + We foster an innovative environment where you can build the career path that's right for you. **About us:** Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at ( Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.