Knowledge and Support Readiness Manager, Waymo Rider Support

This position partners with the knowledge and training function to identify learning needs, improve curricula, and ensure support agents are prepared to serve riders effectively and empathetically. It owns the adoption and quality of training materials, knowledge-base updates, simulations, quizzes, and other tools that accelerate employee ramp-up. The manager also evaluates proficiency trends and training outcomes, turning analysis into focused improvement plans across vendor support operations. A key responsibility is validating readiness for internal safety testing and confirming that processes meet required standards. The role is well suited to an experienced contact-center knowledge or training leader who can influence vendors, communicate with senior stakeholders, and use data to improve learning programs. Experience in autonomous vehicles or transportation support would be advantageous.