Knowledge & Learning Program Manager (Hybrid)
Core
Serve as the dedicated Readiness Partner for the NSOC business unit, bridging formal technical training with in-the-moment knowledge sharing to enable support teams to solve complex problems efficiently.
Role type
Senior IC Knowledge & Learning Program Manager
Builds
Agile, role-based learning paths and industry-standard knowledge management practices for technical support teams
Domain
Corporate Training & Knowledge Management within Technical Support Operations
Required skills
Adult Learning Frameworks, Knowledge Management Methodologies, Curriculum Curation, Capability Gap Analysis, Metrics & Analytics, Cross-Functional Collaboration
Preferred skills
AI & Troubleshooting Technologies integration, Self-Service Strategy design, Content Health monitoring
Technologies
Emerging AI tools, specialized troubleshooting methodologies
Responsibilities
Align readiness strategies with operational workflows, translate capability gaps into actionable learning paths, champion knowledge management practices, monitor usage and contribution metrics, curate modular curriculum blocks, integrate AI technologies into daily support operations
Seniority
Senior, hands-on IC