What Will You Be Doing?

The Manager, Training & Knowledge Management owns training, readiness, communication, and Knowledge Base strategy across all Customer Care channels and BPO partner operations. This role ensures frontline teams, vendor partners, supervisors, and leaders have accurate training, current knowledge content, clear operational communications, and readiness support needed to deliver consistent, efficient, and customer-focused service.

Essential Functions

• Develop and maintain Customer Care training programs, certifications, onboarding standards, continuing education, and readiness materials across voice, chat, back office, specialty support, recovery, escalations, complaints, and BPO operations.
• Own Knowledge Base governance, content accuracy, content freshness, usability, article standards, and ongoing updates in partnership with policy owners and business stakeholders.
• Lead policy rollouts, process changes, operational communications, and frontline readiness plans for vendors and internal Care teams.
• Ensure alignment between training, KB content, quality expectations, operational execution, and customer experience goals.
• Identify training and knowledge gaps using QA findings, customer complaints, escalation trends, CSAT drivers, performance data, and operational feedback.
• Partner with Operations, Quality, Digital, Customer Experience, Airport Operations, specialty departments, process owners, and vendor learning teams on readiness initiatives and continuous improvement.
• Establish vendor training governance standards, review training effectiveness, conduct audits, and support consistent delivery across outsourced partner locations.
• Translate complex policy, process, and product changes into clear training materials, job aids, quick reference guides, readiness toolkits, and agent-friendly communications.

Other Functions

• Support special projects, customer experience initiatives, operational pilots, and cross-functional readiness activities as assigned.
• Participate in stakeholder meetings, vendor business reviews, process reviews, and operational planning sessions related to training, communications, and knowledge management.
• Perform other duties and responsibilities as assigned to support Customer Care Operations.

Qualifications

• Bachelor's degree in Business, Communications, Education, Organizational Development, Training, or a related field required; equivalent relevant experience may be considered.
• Five or more years of experience in contact center operations, learning and development, training leadership, instructional design, knowledge management, vendor operations, or customer service operations required.
• Experience supporting airline, travel, hospitality, customer service, or outsourced contact center environments preferred.
• Experience supporting large-scale BPO operations, multi-site vendor teams, or global contact center partners preferred.
• Experience with Learning Management Systems, knowledge management platforms, Microsoft 365 tools, reporting dashboards, and content authoring tools preferred.

Knowledge, Skills and Abilities

• Strong knowledge of adult learning theory, instructional design methodology, curriculum development, training delivery, and learning effectiveness measurement.
• Knowledge of contact center operations, BPO vendor management, customer experience drivers, quality programs, escalation handling, complaint trends, and frontline enablement.
• Ability to build scalable training programs, governance routines, communication frameworks, and knowledge management processes across multiple vendors and channels.
• Ability to analyze QA, complaints, CSAT, operational performance, and knowledge usage data to identify root causes and develop corrective learning plans.
• Strong written and verbal communication skills with the ability to convert complex operational changes into clear, agent-friendly materials.
• Strong stakeholder management, cross-functional influence, change management, project management, and continuous improvement skills.
• Ability to manage multiple priorities, meet deadlines, and drive readiness across internal teams and external vendor partners.

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Remote office environment, including personal computers, various and future tablets, smartphones and wearable technology, copiers, fax machines, printer, phones and future and upcoming technology that may yet be publicly available.

Physical Effort

Light physical effort. Primarily sedentary work with regular use of a computer and standard office equipment.

Supervision Received

Works under general direction. Receives guidance on objectives and priorities while exercising independent judgment in planning, execution, vendor engagement, and cross-functional coordination.

Salary Range:$72,000 - $96,331 - Please note: this role will close on or before 10/31/26.

Positions Supervised

May provide functional direction to vendor learning teams, knowledge content contributors, training facilitators, SMEs, and cross-functional partners supporting Customer Care readiness. No direct positions supervised unless assigned by department structure.

Workplace Policies

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.