Knowledge and Support Readiness Manager, Waymo Rider Support
About this role
Managing frontline readiness and training programs forms the core of daily operations for the Knowledge and Support Readiness Manager at Waymo. Reporting to the Head of Support and Operations Intelligence within a hybrid structure in Tempe, Arizona, this individual acts as the main liaison to the knowledge and training team by spotting curriculum gaps, shaping initiatives, and reviewing content for effectiveness. Waymo operates an autonomous driving technology company that powers a fully autonomous ride-hail service with the Waymo Driver.
Day-to-day responsibilities involve analyzing agent proficiency data and training metrics to craft targeted action plans that accelerate time-to-proficiency. The person in this role oversees training tool improvements, approves knowledge base changes, and validates agent readiness for critical internal safety testing. Candidates who succeed here bring extensive background in vendor contact center support and a talent for streamlining complex operations across multiple vendor models through structured learning.
What you will do
- Serve as the primary point of contact for the Waymo knowledge and training team to identify curriculum gaps, shape new learning initiatives, and review content.
- Analyze agent proficiency data, ramp curves, and training metrics to measure program impact and translate insights into targeted action plans.
- Own the adoption of knowledge and training materials to drive faster time-to-proficiency and ensure agents master operational execution and empathy.
- Serve as the primary owner for training tool improvements and refinements, including simulations, AI customer practice tools, and testing mechanisms.
- Approve new training and knowledge base changes while developing new approaches for rapid agent knowledge acquisition.
- Manage and validate agent operational readiness for critical internal safety testing to ensure workflows meet compliance and safety standards.
What you need
- Bring eight years of experience in a knowledge base and or training role supporting vendor contact center support teams.
- Hold a Bachelor of Science or Arts degree.
- Demonstrate experience launching, managing, and improving various training and knowledge base applications with resulting operational improvement.
- Possess a talent for making complex vendor operations across multiple companies and models more effective and consistent.
- Demonstrate strong communication skills suited for external operations levels and internal executive audiences.
- Show an ability to analyze data sets to identify trends and implement changes that improve agent knowledge acquisition.
Nice to have
- Experience in the AV or transportation industry, particularly in support.
Benefits
- Discretionary annual bonus program
- Equity incentive plan
- Generous Company benefits program
Questions candidates ask
What is the work arrangement for this role?
This is a hybrid role based in Tempe, Arizona, operating within the Waymo Operations team.
What is the expected salary range for this position?
The expected base salary range for this full-time position across US locations is $159,000 to $196,000 USD, with actual starting pay based on job-related factors such as location, experience, training, and skill level.
What additional compensation and perks are included?
Employees are eligible to participate in Waymo's discretionary annual bonus program, equity incentive plan, and generous company benefits program subject to eligibility requirements.
Who does this position report to?
You will report to the Head of Support and Operations Intelligence.