Strategic Knowledge & Training Readiness Lead

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

Job summary

Waymo is seeking a Senior Knowledge Base/Training Manager in the United States to lead content strategy and learning initiatives for the Waymo Driver knowledge base. You will oversee curriculum development and ensure frontline readiness across vendor teams, accelerating proficiency and consistency.

You will own adoption of training tools, drive improvements in simulations and quizzes, and collaborate with operations teams and executives to elevate performance and safety standards.

Qualifications

• 8 years experience in a knowledge base and/or training role in service of vendor contact center support team.
• A Bachelor of Science or Arts degree.
• Experience launching, managing, and improving various training and knowledge base applications with demonstrated operational improvement.
• Ability to streamline vendor operations across multiple vendor companies and models through knowledge and training.
• Strong communications skill set both externally at an operations level and internally up to executives.

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, adoption, 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 both operational execution and high-empathy interactions.
• Own training tool improvements and refinements (simulations, AI practice tools, testing and quizzes).
• Approve new training and knowledge base changes; develop new approaches for rapid knowledge acquisition.
• Manage and validate agent readiness for critical internal safety testing, ensuring workflows meet safety standards.

Skills

Knowledge base management

Training program management

Data analysis

Communication skills

Education

Bachelor's degree

Tools

Learning Management System (LMS)

Job description

Waymo is seeking a Senior Knowledge Base/Training Manager in the United States to lead content strategy and learning initiatives for the Waymo Driver knowledge base. You will oversee curriculum development and ensure frontline readiness across vendor teams, accelerating proficiency and consistency.

You will own adoption of training tools, drive improvements in simulations and quizzes, and collaborate with operations teams and executives to elevate performance and safety standards.