Hiring: Knowledge and Support Readiness Manager, Waymo Rider Support Company: Waymo Location: Tempe, AZ Job Posted Time: 2026-09-09 17:59:48 Employment Type: Full-time Target Skills & Keywords: Knowledge Base Management, Training Program Development, Contact Center Support, Vendor Operations, Curriculum Design, Agent Proficiency Analytics, Ramp Curve Analysis, Training Metrics, AI Customer Practice Tools, Simulations, Operational Readiness, Safety Compliance, Data Analysis, Executive Communication, Autonomous Vehicle Industry Experience: - 8 years experience in a knowledge base and/or training role in service of vendor contact center support team - Experience launching, managing, and improving various training and knowledge base applications with demonstrated operational improvement - Experience making complex vendor operations across multiple vendor companies and models more effective and consistent through knowledge and training - Experience in the AV or transportation industry, particularly in support (preferred) Required Skills: - Serve as the primary point of contact for the knowledge and training team to identify curriculum gaps, shape new learning initiatives, and review all content to ensure effectiveness, adoption, and frontline readiness - Analyze agent proficiency data, ramp curves, and training metrics to measure overall program impact and translate insights into targeted action plans - Own the adoption of knowledge and training materials, driving faster time-to-proficiency and ensuring agents master both operational execution and high-empathy human interaction within targeted timeframes - Serve as primary owner for any training tool improvement and refinement (simulations, AI customer practice tools, testing and quizzes that increase proficiency) - Approve new training and knowledge base changes; develop new approaches to present to the knowledge team for rapid and deep agent knowledge acquisition - Manage and validate agent operational readiness for critical internal safety testing, ensuring workflows and protocols meet rigorous compliance and safety standards - 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 Qualifications: - Bachelors of Science or Arts degree Compensation: The expected base salary range for this full-time position across US locations is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Your recruiter can share more details. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!