Rider Support Knowledge & Training Lead

Neura Market; Tempe (AZ); Hybrid; USD 159,000 - 196,000; Full time

Benefits offered by this job

Discretionary annual bonus

Equity incentive plan

Benefits program

Job summary

Waymo is seeking a knowledge and training leader to join our Operations Intelligence team. In this hybrid role, you will shape curriculum, analyze training metrics, and drive frontline readiness for the Waymo Driver knowledge base and learning initiatives.

You have 8+ years in knowledge base or training roles for vendor contact centers, a BS/BA, and strong communication and data-analysis skills to improve agent performance and safety compliance.

Qualifications

• 8 years experience in a knowledge base and/or training role in service of vendor contact center support team.
• Bachelor's degree (Science or Arts).
• Experience launching, managing, and improving training/knowledge base apps with measurable improvements.
• Strong communications skills with executives and operations teams.

Responsibilities

• Serve as the primary contact for the knowledge and training content; identify curriculum gaps and shape new learning initiatives.
• 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 both execution and high-empathy interaction.
• Manage improvements to training tools (simulations, AI practice tools, testing and quizzes) to increase proficiency.
• Approve new training and knowledge base changes; develop approaches for rapid knowledge acquisition by the team.
• Ensure agent readiness for internal safety testing and verify compliance and safety standards.

Skills

Knowledge base experience

Communication skills

Data analysis

Education

Bachelor's degree

Tools

Training tools

Job description

Waymo is seeking a knowledge and training leader to join our Operations Intelligence team. In this hybrid role, you will shape curriculum, analyze training metrics, and drive frontline readiness for the Waymo Driver knowledge base and learning initiatives.

You have 8+ years in knowledge base or training roles for vendor contact centers, a BS/BA, and strong communication and data-analysis skills to improve agent performance and safety compliance.