Knowledge & Training Readiness Manager – Rider Support

Waymo; San Francisco (CA); Hybrid; USD 159,000 - 196,000; Full time

Job summary

Waymo is seeking a seasoned knowledge base and training leader to drive curriculum development, measure program success, and ensure frontline readiness. You will shape learning initiatives, analyze proficiency data, and own the adoption of training materials across multiple vendor environments.

You will also lead tool improvements, approve knowledge base changes, and validate agent readiness for critical safety testing while collaborating with executives and operations teams.

Qualifications

• 8 years of experience in a knowledge base and/or training role for a vendor contact center support team.
• Bachelor's degree (Science or Arts).
• Experience launching, managing, and improving training and knowledge base applications with demonstrated operational improvement.
• Ability to simplify complex vendor operations across multiple vendors and models through knowledge and training.
• Strong communication skills both externally at an operations level and internally with executives.
• Ability to analyze data sets to identify trends and drive improvements in agent knowledge acquisition.

Responsibilities

• Serve as the primary point of contact for the knowledge and training team to identify curriculum gaps, shape new learning initiatives, and review content for effectiveness and frontline readiness.
• Analyze agent proficiency data, ramp curves, and training metrics to measure program impact and translate insights into action plans.
• Own the adoption of knowledge and training materials to drive faster time-to-proficiency and ensure agents master operational execution and high-empathy human interaction.
• Own training tool improvements and refinement (simulations, AI practice tools, testing and quizzes to increase proficiency).
• Approve new training and knowledge base changes; develop approaches to present to the knowledge team for rapid acquisition.
• Manage and validate agent readiness for internal safety testing, ensuring workflows meet compliance and safety standards.

Skills

Knowledge base

Training

Communications

Data analysis

Stakeholder management

Education

Bachelor's degree

Job description

Waymo is seeking a seasoned knowledge base and training leader to drive curriculum development, measure program success, and ensure frontline readiness. You will shape learning initiatives, analyze proficiency data, and own the adoption of training materials across multiple vendor environments.

You will also lead tool improvements, approve knowledge base changes, and validate agent readiness for critical safety testing while collaborating with executives and operations teams.