Social Media & Community Manager – Rider Support

About the role

Waymo is seeking a seasoned Social Media and Community Manager to lead Rider Support communications. In this hybrid position you will work closely with the Head of Support and Operations Intelligence to monitor social channels, respond to rider feedback, and turn insights into actionable improvements for our autonomous fleet.

Key responsibilities

• Monitor social media channels through a team of Rider Support agents and provide rapid‑response support.
• Manage the end‑to‑end intake of feedback from community members interacting with Waymo vehicles.
• Partner with Product, Safety, and Operations teams to drive tangible product and service enhancements.
• Analyze engagement trends and community sentiment to inform strategy.
• Ensure all social and community communications align with Waymo’s brand guidelines.
• Serve as the first line of defense for high‑priority social escalations, coordinating with PR and Legal as needed.
• Travel up to 10% of the time for on‑site engagements.

Required profile

• 6+ years of experience in Social Media Management, Community Management, or Customer Experience within a high‑stakes or technology‑focused environment.
• Expert‑level proficiency with social listening and engagement platforms such as Sprinklr.
• Strong ability to translate qualitative comments into quantitative data and build narratives from insights.
• Exceptional written and verbal communication skills, balancing a professional brand voice with authentic empathy.
• Proven track record of delivering results quickly and following issues through to resolution.

Required skills

• Sprinklr (or comparable social listening/engagement tool)

What we offer

• Opportunity to shape the public perception of cutting‑edge autonomous driving technology.
• Collaborative, inclusive culture that values diverse perspectives.
• Hybrid work environment with flexibility.