Knowledge and Support Readiness Manager, Waymo Rider Support

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.

In this hybrid role, you will report to the Head of Support and Operations Intelligence

You will:

• Serve as the primary point of contact for the Waymo knowledge and training team to identify curriculum gaps, shape new learning initiatives, and review all content to ensure effectiveness, adoption, and frontline readiness.

• Analyze agent proficiency data, ramp curves, and training metrics to measure overall program impact and translate insights into targeted action plans 

• Own the adoption of knowledge and training materials, driving faster time-to-proficiency and ensuring agents master both operational execution and high-empathy human interaction within targeted timeframes

• Serve as primary owner for any training tool improvement and refinement (simulations, AI customer practice tools, testing and quizzes that increase proficiency)

• Approve new training and knowledge base changes; develop new approaches to present to our knowledge team for rapid and deep agent knowledge acquisition

• Manage and validate agent operational readiness for critical internal safety testing, ensuring workflows and protocols meet rigorous compliance and safety standards.

You have:

• 8 years experience in a knowledge base and/or training role in service of vendor contact center support team 

• A Bachelors of Science or Arts degree

• Experience launching, managing, and improving various training and knowledge base applications with demonstrated operational improvement

• A talent for making complex vendor operations across multiple vendor companies and models much more effective and consistent through knowledge and training

• A strong communications skill set both externally at an operations level and internally up to executives

• An ability to analyze data sets to tease out trends and make changes to improve agent knowledge acqusition

We prefer:

• Experience in the AV or transportation industry, particularly in support