Manager, Knowledge and Training (AI)

Location: Hybrid in Boca Raton, FL, Woodbury, MN, or Seattle, WA; on-site Mondays through Thursdays and remote optional on Fridays.

Salary: $95,000–$108,000 per year.

Company

hirify.global is part of Purpose Brands, which operates fitness and wellness franchise brands including Orangetheory, hirify.global, The Bar Method, and Waxing the City.

What you will do

• Design, develop, and deliver role-based onboarding, refresher, and support-process training through instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning.
• Facilitate key training sessions and coordinate delivery and reinforcement with offshore Training and Development leaders.
• Author, publish, structure, maintain, review, and retire FAQs, troubleshooting guides, standard operating procedures, known-issue guidance, and escalation instructions.
• Use approved generative AI tools and authorized sources to draft and refine training and knowledge content, verify sources, fact-check information, and ensure responsible handling of company information.
• Prepare training, knowledge content, practical scenarios, and proficiency measures for new product introductions, service changes, and launches; identify readiness gaps and support stabilization.
• Measure agent proficiency, time to proficiency, article accuracy and utilization, repeat contacts, case quality, search feedback, and learner feedback while managing initiatives, dependencies, reviews, and escalations.

Requirements

• 4+ years of relevant experience in technical support, support enablement, knowledge management, or technical training, including hands-on documentation creation or support-training delivery.
• Experience developing and facilitating training on IT support processes, troubleshooting, service-request handling, incident escalation, and operational procedures.
• Ability to create and maintain clear, accurate end-user and internal support knowledge for the intended audience.
• Applied proficiency with approved generative AI tools, including prompt design, source-grounded drafting, source verification, fact-checking, content refinement, and responsible information handling.
• Strong instructional writing, presentation, facilitation, communication, and critical-thinking skills, including the ability to simplify complex technical workflows for diverse audiences.
• Working knowledge of ITSM processes and experience with support ticketing, knowledge-base, or learning-authoring platforms.
• Ability to independently manage cross-functional training and knowledge initiatives, including timelines, dependencies, subject-matter reviews, stakeholder coordination, competing priorities, and effectiveness measures.
• The role requires functional coordination across offshore Training and Development and Technical Operations stakeholders and has no direct reports or hiring or performance-management authority.

Nice to have

• Bachelor's degree in Information Technology, Instructional Design, Education, Communications, or a related discipline; equivalent practical experience is valued.
• Experience partnering with offshore Training and Development teams in the APAC region, supporting distributed agents, or creating materials for franchisees, location staff, or other end users.
• Familiarity with Knowledge-Centered Service, adult learning principles, ITIL, learning management systems, accessible content practices, or related content-development and project-tracking tools.

Culture & Benefits

• Hybrid work environment with remote Fridays and on-site work Monday through Thursday.
• Medical, dental, and vision coverage, life and disability insurance, mental health benefits, and 10 coaching and therapy sessions.
• Unlimited time off, paid holidays, and flexible Fridays between Memorial Day and Labor Day.
• 401(k) savings plan with 4% matching, brand discounts, and reimbursements.
• In-house workout facilities, professional development opportunities, and team-building and employee-engagement activities.
• Workplace commitment to diversity, equity, inclusion, and equal employment opportunity.