Business Development Consultant 3

Job Description

Supports customer and dealer self-service by analyzing dashboard data, identifying trends, and developing solutions that improve the support experience. This role creates public-facing self-help content, improves help center search performance, and helps ensure content remains accurate, consistent, and effective.

Position’s Contributions To Work Group

Identifies training and development needs and leads initiatives that support the brand promise. Designs and implements training processes, curriculum, and knowledge articles that strengthen the customer experience. Leads training for the Cat Customer Support team and partners with third-party global contact centers to support new program launches, ongoing operations, and smooth handoffs of training and quality activities. Collaborates across teams to align training, content, and process strategies while driving continuous improvement across support and learning experiences.

Responsibilities

• Research and curate public-facing self-service support material, including FAQs
• Maintain help center tool by submitting enhancement requests, support tickets, and testing functionality
• Coordinate content approval process with brand and legal teams and submit requests for content translations
• Increase effectiveness of self-service content by analyzing and optimizing search results
• Develop subject matter expertise in the supported product, CRMI tool, and help center strategy
• Work with internal departments and SMEs to build and maintain knowledge articles and procedures
• Identify training needs and provide guidance on overall training strategy
• Liaise with Contact Center training lead and 3rd-party training resources to ensure compliance with standards
• Deploy a variety of training methods (hands-on, classroom, global delivery)
• Create foundational customer experience training for internal teams and global third-party partners
• Maintain awareness of training trends, developments, and best practices
• Participate in digital product NPI process and collaborate with partner organizations to execute training and/or knowledge activities
• Aid in coordination, communication, and alignment across internal teams and dealer partners
• Reinforce digital awareness through communication programs across regions and business units
• Assist in problem-solving efforts requiring analysis and diagnosis
• Track and monitor progress via metrics reporting
• Present monthly summaries of help center performance, data, and insights
• Understand Contact Center KPIs and drive continuous improvement initiatives
• Ensure self-service content and knowledge articles are reviewed and kept up to date
• Maintain awareness of self-service trends, developments, and best practices.

Education & Experience Required

• Bachelor’s degree (or equivalent experience)
• 4+ years’ experience in this capacity.

Required Technical Skills

• Strong organizational skills
• Contact center experience is strongly desired
• Demonstrated knowledge of adult learning techniques and best practices in training delivery
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, user-friendly content
• At least intermediate-level knowledge of Microsoft Teams, Word, PowerPoint, Excel, Outlook, and Copilot.

Nice To Haves

• Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed
• Experience working with contact center or knowledge management tools such as Salesforce or Microsoft Dynamics 365
• Experience supporting global teams or working with localization/translation processes is a plus
• 2+ years combined experience working within a contact center environment, developing knowledge articles or training curriculum for frontline agents