Service Quality Manager, Training Specialist, Fleet Development and Readiness

Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. From component sourcing to end customer management, we enable and create value for Waymo through scaled and orchestrated deployment of the Waymo Driver. At Waymo, we are dedicated to building a culture that promotes collaboration and celebration. We value our team members' unique backgrounds, perspectives, and experiences and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

• Design a multi modality technician and workshop management curriculum; assist in asset creation with Waymo’s training team.
• Administrator and report outcomes for training, including "train the trainer" programs and hands on skills assessments, leveraging both classroom and workshop settings to impart competency servicing Waymo’s proprietary systems
• Analyze learner outcomes and engage with service quality reports to drive continuous improvement in the training program’s efficacy and relevance
• Perform site audits with the Service Quality team to ensure training proficiency retention while identifying opportunities for operational improvement
• Define, operationalize, and maintain quality standards that drive operational consistency, reliability, and alignment with organizational goals, particularly related to partner’s training programs
• Organize training schedules across multiple partners to ensure capacity growth aligns with Waymo’s demand and partner onboarding schedules

• 3+ years professional automotive service instructional or educational experience
• Built, managed and/or maintained standard operating procedures
• Excellent verbal and written communication skills critical for explaining complex topics
• Ability to present information confidently and effectively to groups 
• A commitment to uphold the highest standards for safety and quality
• Leveraged a Learning Management System to organize, deploy, and track training

• 10+ years experience in the automotive service field 
• Data analytics and reporting in Excel, GSheets, or SQL
• Built or deployed training assets or special tools to improvement repair methods or training competency  
• Proficient with automotive OEM diagnostic software and repair methods (e.g. High voltage diagnostic/repair, CAN network diagnostics/repair, 12v harness diagnostics/repair, performing software updates to vehicle modules) 
• Experience with Train The Trainer training methods
• Built and deployed a training program or strategy

• ~20% travel would be needed to perform site walk and audits to gauge training effectiveness in depot settings to identify areas of improvement or focus