Knowledge and Support Readiness Manager, Waymo Rider Support

Highlights

• Lead knowledge and training readiness for Waymo's rider support agents.
• Drive faster proficiency with simulations and AI practice tools.
• Validate agent readiness for critical internal safety testing.

What they offer

• Discretionary annual bonus program
• Equity incentive plan
• Generous Company benefits program

Ideal candidate

Experienced knowledge and training leader passionate about empowering support teams. Collaborative communicator who turns data into better learning and high-empathy service.

Requirements

• 8 years experience in a knowledge base and/or training role in service of vendor contact center support team
• Bachelors of Science or Arts degree
• Experience launching, managing, and improving various training and knowledge base applications with demonstrated operational improvement
• Talent for making complex vendor operations across multiple vendor companies and models more effective through knowledge and training
• Strong communications skill set both externally at an operations level and internally up to executives
• Ability to analyze data sets to tease out trends and make changes to improve agent knowledge acquisition