The opportunity
Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to…
What you'll 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 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 our 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.
What they're looking for
- years experience in a knowledge base and/or training role in service of vendor contact center support team
- A Bachelors of Science or Arts degree
- Experience launching, managing, and improving various training and knowledge: base applications with demonstrated operational improvement
- A talent for making complex vendor operations across multiple vendor: companies and models much more effective and consistent through knowledge and training
