The RoleWe're looking for a Lead, Knowledge & Learning Systems to solve one of Moxie's biggest scaling challenges: transforming scattered expertise into accessible, self-service knowledge that empowers both our team and our customers. You'll also be stepping into a greenfield opportunity to build the learning infrastructure that will define how we scale-owning everything from internal employee onboarding to external customer education. This role creates unified knowledge systems that accelerate employee ramp time, reduce support load, and help customers succeed independently.
What you'll do- Build and execute a comprehensive content governance framework that establishes documentation standards, ownership models, and maintenance cycles across both internal and external knowledge bases, getting cross-functional buy-in from department leads
- Evaluate, select, and implement a company-wide LMS that serves both internal employees and external customers, partnering with subject matter experts across the organization to co-create content - with the goal of deflecting 20-30% of "how-to" support tickets and reducing enterprise customers' reliance on live assistance.
- Design and launch role-specific learning paths that support employees at every stage - from new hire onboarding to ongoing enablement for current team members - ensuring the organization stays current on new product launches, process changes, and emerging knowledge needs, with measurable improvements in time-to-productivity and performance validated by manager feedback and metrics.
We're looking for:- Proven experience building knowledge systems from scratch with measurable impact on training efficiency, support deflection, or content accessibility-you've done this before and can show the results
- Data-driven decision-making ability to analyze support tickets, search queries, and user behavior patterns to identify content gaps and prioritize high-impact work
- Cross-functional influence without authority-you can build partnerships with Sales, Product, Support, and Operations teams, earning trust as the go-to owner for "how do we teach this?"
- Systems thinking and process design experience establishing governance frameworks, content taxonomies, and maintenance cycles that scale beyond your individual contributions
- Bias toward action and comfort with ambiguity-you can ship quick wins while simultaneously building foundational infrastructure, balancing immediate needs with long-term vision
Why Join Us?- Own the entire knowledge strategy for a scaling company-you'll build both internal and external learning systems from the ground up, with executive support and cross-functional partnership
- Direct, measurable impact on company efficiency and customer success-your work will visibly reduce support load, accelerate employee productivity, and improve customer independence
- Rare dual-scope role that bridges employee learning and customer education, giving you exposure to the full business while solving interconnected knowledge challenges
- Greenfield opportunity to establish standards, tools, and processes that will define how Moxie scales-this isn't maintaining legacy systems, it's building what comes next
Work with a company in growth mode where your knowledge infrastructure will directly enable our dual-engine business model to scale efficiently and sustainably
