Elevate Operations Through Knowledge

Há 6 dias

São Paulo, São Paulo, Brasil beBeeProgram Tempo inteiro R$160.000 - R$200.000
Knowledge Management Program Manager

We are seeking an experienced professional to strengthen our frontline operations by ensuring associates are equipped with accurate knowledge, effective operational guidelines, and engaging training programs.

  • Craft, update, and continuously improve operational procedures for buyer, seller, and creator support.
  • Monitor knowledge dashboards and BPO assessments to identify coaching opportunities and uplift associate knowledge levels.
  • Proactively surface knowledge gaps and collaborate with cross-functional experts to update and localize global SOPs.
  • Audit and maintain internal and external knowledge portals (documents, videos, training decks, e-learning) to ensure alignment with global standards.
  • Use customer feedback and operational data to pinpoint procedural weaknesses and partner with Product, Policy, and Ops teams to optimize.
  • Partner with cross-functional teams to investigate escalations and convert insights into preventive product, process, or training updates.
Training Responsibilities:
  • Assess capability gaps across buyer, seller, and creator support; design targeted training programs.
  • Develop modular training materials (e-learning, instructor-led, microlearning huddles, CRM scripts) tailored to operational needs.
  • Evaluate BPO training delivery, measure effectiveness, and iterate on program design to ensure strong knowledge transfer.
  • Monitor completion rates, feedback scores, and post-training performance to ensure timely and impactful learning.
  • Ensure scripts, templates, and frontline communication reflect our brand voice while maintaining resolution accuracy.

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