Manager, Knowledge and Training

Purposebrands

. Design, develop, and deliver role-based onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning.

Posted 10/23/2026full-timeUnited StatesMid-LevelSenior💰 $95,000 - $108,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and delivering training programs for technical support processes, utilizing generative AI tools for content development and refinement. Proficient in managing cross-functional training initiatives and maintaining clear, accurate knowledge management resources for diverse audiences.

Highest-signal resume keywords

Technical Support TrainingKnowledge ManagementGenerative AI Tools ProficiencyITSM ProcessesInstructional Writing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DevelopmentDocumentation CreationFacilitation SkillsContent RefinementTroubleshootingIncident EscalationOperational ProceduresKnowledge ChecksAssessment DesignVersion Control

Soft Skills

Communication SkillsCritical ThinkingPresentation SkillsAdaptabilityStakeholder Coordination

Tools & Technologies

Learning Management SystemsKnowledge-Base PlatformsLearning-Authoring ToolsContent-Development ToolsProject-Tracking Tools

Industry Keywords

Knowledge-Centered ServiceAdult Learning PrinciplesITILSupport EnablementService-Request Handling

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Design, develop, and deliver role-based onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning.
Facilitate onboarding, refresher, and support-process training while coordinating with offshore Training and Development leaders.
Adapt training and technical guidance for different experience levels, support channels, regions, and audiences.
Create knowledge checks, case scenarios, and hands-on assessments to identify skill gaps and provide targeted reinforcement.
Author, publish, and maintain FAQs, troubleshooting guides, standard operating procedures, known-issue guidance, and escalation instructions.
Maintain content structure, taxonomy, searchability, access, version control, review schedules, and retirement of outdated content.
Partner with Product Specialists, ITSM process owners, support leads, Engineering, and vendors to validate resolutions and service changes.
Use approved generative AI tools to develop and refine knowledge articles, training materials, practice scenarios, and audience-specific content.
Support new product introductions, service changes, and launches by preparing training, knowledge content, practical scenarios, and proficiency measures.
Identify opportunities for self-service or AI-assisted support and provide approved content, business rules, exceptions, and acceptance scenarios to the Automation and AI team.
Use ticket trends, case-quality reviews, repeat contacts, knowledge-search feedback, and learner questions to identify training and knowledge gaps.
Measure effectiveness through agent proficiency, time to proficiency, article accuracy and utilization, repeat contacts, case-quality trends, and learner feedback.
Manage multiple training and knowledge initiatives, including milestones, dependencies, subject-matter reviews, stakeholder communication, and escalation of unresolved blockers or approval needs.
Provide hands-on functional leadership and coordination across offshore Training and Development and Technical Operations stakeholders.

Requirements

What you’ll need

4+ years of relevant experience in technical support, support enablement, knowledge management, or technical training, including hands-on experience creating documentation or delivering support training.
Demonstrated experience developing and facilitating training on IT support processes, troubleshooting, service-request handling, incident escalation, and operational procedures.
Proven 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, with 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.
Bachelor's degree in Information Technology, Instructional Design, Education, Communications, or a related discipline; equivalent practical experience is valued. (Preferred)
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. (Preferred)
Familiarity with Knowledge-Centered Service, adult learning principles, ITIL, learning management systems, accessible content practices, or related content-development and project-tracking tools. (Preferred)

Benefits

Comp & perks

Medical, Dental and Vision Coverage
Hybrid Work Environment
Life and Disability Insurance
Unlimited Time off + Paid Holidays
Flexible Friday's between Memorial Day and Labor Day
401(K) Savings Plan Matching at 4%
10 Coaching and Therapy sessions
Mental Health Benefits
Brand Discounts & Reimbursements
In-house workout facilities
Professional Development Opportunities
Team Building, Employee Engagement Activities & so much more