Knowledge and Support Readiness Manager, Waymo Rider Support

📋 Description

• Serve as the primary point of contact for the Waymo knowledge and training team to identify
• Analyze agent proficiency data, ramp curves, and training metrics to measure overall program impact
• Own the adoption of knowledge and training materials, driving faster time-to-proficiency and
• Serve as primary owner for any training tool improvement and refinement (simulations, AI customer
• Approve new training and knowledge base changes; develop new approaches to present to our knowledge
• Manage and validate agent operational readiness for critical internal safety testing, ensuring

🎯 Requirements

• 8 years experience in a knowledge base and/or training role in service of vendor contact center
• A Bachelor of Science or Arts degree.
• Experience launching, managing, and improving various training and knowledge base applications with
• A talent for making complex vendor operations across multiple vendor companies and models much more
• A strong communications skill set both externally at an operations level and internally up to
• An ability to analyze data sets to tease out trends and make changes to improve agent knowledge

🎁 Benefits

• Discretionary annual bonus program
• Equity incentive plan
• Generous Company benefits program
• Salary range: $159,000 — $196,000 USD per year