Manager, Operational Knowledge & Training

About the role

The Operational Knowledge & Training Manager will oversee the existing Knowledge Management (KM) and Training function within Equifax Workforce Solutions (EWS) Operations. This role is responsible for driving the continuous advancement of knowledge management practices, optimizing content lifecycle processes, and leading a team of specialists. A critical focus will be preparing and upskilling the team to design, build, and support a next-generation knowledge management model optimized for both human operators and AI digital agents.

Responsibilities

• Lead and coach a team of knowledge management and training specialists, providing timely feedback to support their development and performance.
• Prepare and upskill the team to design, build, and support a next-generation knowledge management model optimized for both human operators and AI digital agents.
• Distribute workloads and set priorities for the team to ensure task completion.
• Oversee the entire content lifecycle from ideation to delivery, fostering continuous improvement, collaboration, and innovation.
• Shape and refine the organization's eLearning and knowledge management strategy to enhance content effectiveness and align with operational excellence goals.
• Serve as the prime quality assurance checkpoint for all eLearning and training content, ensuring clarity, relevance, and operational accuracy.
• Conduct timely audits or inspections to maintain product and service quality standards.
• Successfully manage internal and external operational changes through effective change management, including updated communications, training resources, and knowledge base updates.
• Act as the primary point of contact for stakeholders to address concerns, facilitate reviews, and ensure deliverables meet business needs.
• Gather and analyze feedback received from stakeholders.
• Report on data and trends to understand the state of training and utilize key metrics to inform improvements in materials or strategic approaches.
• Manage core administrative responsibilities for the team including performance, training, and professional development.

Requirements

• Bachelor’s degree in Business, Management, Communications, Instructional Design, or a related field.
• 3+ years of experience in Content Lifecycle Management, with a proven track record managing the end-to-end creation, deployment, and maintenance of operational documentation or learning materials.
• 1-2 years management experience with managing training teams and professionals strongly preferred.
• Proficiency with enterprise Learning Management Systems (Workday Learning experience preferred).
• Excellent verbal and written communication skills, with a demonstrated history of building cross-functional relationships and sharing expertise openly.

Skills

• Experience designing, building, or supporting knowledge bases structured specifically for human consumption as well as retrieval by AI digital agents.
• Proficiency with training development software including: Articulate Rise, Articulate 360 suite, Camtasia, Salesforce knowledge base, Google Sites.
• Association for Talent Development professional certification: Associate Professional in Talent Development (APTD) or Certified Professional in Talent Development (CPTD).