Knowledge Manager

TL;DR

Knowledge Manager: Designing and leading knowledge, training, and quality strategy for front-line teams with an accent on knowledge base ownership, training program development, and QA framework implementation. Focus on leveraging analytics and AI-enabled tooling to ensure operational excellence and customer satisfaction.

Location: Hybrid. This role is a hybrid position that requires 1-2 days per week in our London office.

Company

hirify.global, part of the Tripadvisor Group, connects people to experiences worth sharing and aims to be the world’s most trusted source for travel and experiences.

What you will do

• Define and maintain the end-to-end knowledge strategy, standards, and governance model.
• Design, deliver, and maintain onboarding and ongoing training programs for front-line and support teams.
• Leverage AI solutions to build and maintain QA frameworks, scorecards, and calibration processes across channels.
• Define and track KPIs across knowledge, training, and QA to identify performance trends and improvement opportunities.
• Serve as the primary point of contact for knowledge, training, and QA needs from cross-functional teams.
• Lead, coach, develop, and empower a team of Knowledge, Instructional Designer, and QA Leads.

Requirements

• 5+ years of experience across Knowledge Management, Training/L&D, Quality Assurance, or Customer Operations.
• Proven experience owning a knowledge base, training programs, and/or QA function in a fast-paced environment.
• Demonstrated success designing and implementing QA frameworks and training programs that improve performance.
• Experience with or strong interest in leveraging AI tooling to support QA and training.
• Strong stakeholder management and facilitation skills, comfortable influencing leaders at multiple levels.
• Experience using data to drive decisions and demonstrate the impact of knowledge, training, and QA initiatives.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• "Work your way" with flexibility and a remote-friendly approach, with the option to join on-site.
• Flexible schedule supporting work-life balance.
• Donation matching, tuition assistance, lifestyle benefit, and travel perks.
• Health benefits and employee assistance program.
• Generous referral scheme.