Position Details

Salary $140K – $170K USD / year

Type Not Specified

Experience executive

Exp. Years 3-5 year vision (not an explicit years-required requirement)

Education Not specified

Category Sales & Business Development

About this role

Lead CX Knowledge Management and Learning Strategy to elevate the performance of the Customer Service team. Architect global KM as a single source of truth and build a scalable LMS-driven training and onboarding program, while modernizing QA using performance intelligence and data.

Key Responsibilities

Architect and govern global Knowledge Management (KM) system
Establish governance for cross-functional knowledge capture
Implement intake infrastructure for real-time knowledge updates
Own multi-tier training program and LMS platform
Transform Quality Assurance (QA) into performance intelligence

Technical Overview

Design and govern Knowledge Management (KM) systems, build intake infrastructure for real-time updates, and implement/manage Learning Management System (LMS) platforms to track training and competency. Use data to evolve Quality Assurance (QA) into performance intelligence and structure internal data for future AI integrations.

Ideal Candidate

The ideal candidate is an executive-level leader with deep experience designing Knowledge Management (KM) and Learning Management System (LMS) programs for customer service teams. They have led Quality Assurance (QA) modernization using data to improve training and agent performance, and are able to partner with Subject Matter Experts (SMEs) to keep technical curricula current.

Must-Have Skills

Architect and govern the global Knowledge Management (KM) systemDesign and implement intake infrastructure for real-time knowledge updatesOwn and evolve a comprehensivemulti-tier training programIdentifyimplementand manage Learning Management System (LMS) platformsTransform Quality Assurance (QA) from scorecarding to performance intelligence

Tools & Platforms

Learning Management System (LMS)Knowledge Management (KM)

Required Skills

Knowledge Management (KM)Learning Management System (LMS)Quality Assurance (QA)onboardingtraining programemployee competency trackingSubject Matter Experts (SMEs)governance frameworksreal-time knowledge updatesintake infrastructureAI integrations

Hard Skills

Knowledge Management (KM)architect and govern the global Knowledge Management (KM) systemgovernance frameworks for cross-functional knowledge captureintake infrastructure for real-time knowledge updatesmulti-tier training programonboardingemployee competency trackingLearning Management System (LMS) platformsSubject Matter Experts (SMEs)curriculum developmenttechnical automotive curriculaQuality Assurance (QA)Transform Quality Assurance (QA) from scorecarding to performance intelligencedata leveraging for systemic gaps in training and knowledge resourcesAI integrations support

Soft Skills

leadershipstrategic oversightpartnership with Subject Matter Experts (SMEs)cross-functional collaborationorganizing and distributing knowledgeenablement of agents with right information at right timecalibration and program leadership

Industry & Role

Industry E-commerce

Job Function Direct CX knowledge and learning strategy, including KM/LMS buildout and data-driven QA modernization.

Role Subtype Customer Support Specialist

Keywords for Your Resume

DirectorCX Knowledge ManagementKnowledge Management (KM)Learning Management System (LMS)LMSSubject Matter Experts (SMEs)SMEsonboardingtraining programemployee competencyQuality Assurance (QA)performance intelligencegovernance frameworkscross-functional knowledge capturereal-time knowledge updatesintake infrastructureAI integrationsCustomer Servicesingle source of truthrefresherscross-trainingQA Program Lead

Deal Breakers

Must be able to architect and govern a global Knowledge Management (KM) system, Must be able to implement and manage a Learning Management System (LMS), Must be able to transform Quality Assurance (QA) into performance intelligence

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Director of CX Knowledge Management and Learning Strategy

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