Purpose Brands, including Orangetheory, Anytime Fitness, The Bar Method, and Waxing the City, is seeking a Manager, Knowledge and Training to develop and deliver Technical Operations training and create clear, accurate knowledge resources for support teams and end users.
Reporting to the Director of IT Service Management (ITSM), this hands-on role owns training and knowledge development, delivery, and effectiveness. The Manager partners with offshore Training and Development leaders, uses approved generative AI tools to accelerate content development, validates technical accuracy with subject-matter experts, and measures impact through agent proficiency and support quality.
PURPOSE / IMPACT (Duties & Essential Functions)
Training and Agent Proficiency
• Design, develop, and deliver role-based onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning on support processes, troubleshooting, ticket documentation, escalation, and customer communication.
• Personally facilitate key onboarding, refresher, and support-process training while partnering with offshore Training and Development leaders to coordinate schedules, local delivery, and reinforcement. Retain ownership of Technical Operations training content, quality, and outcomes.
• Adapt training and technical guidance for different experience levels, support channels, regions, and audiences. Create knowledge checks, case scenarios, and hands-on assessments to identify skill gaps and provide targeted reinforcement.
Knowledge Development and Stewardship
• Author, publish, and maintain end-user and internal support content, including FAQs, troubleshooting guides, standard operating procedures, known-issue guidance, and escalation instructions.
• Translate technical processes into clear, audience-appropriate guidance with necessary prerequisites, decision points, exceptions, outcomes, and examples.
• Maintain content structure, taxonomy, searchability, access, version control, review schedules, and retirement of outdated, duplicate, or inaccurate content.
• Partner with Product Specialists, ITSM process owners, support leads, Engineering, and vendors to validate resolutions and service changes before publication.
Applied AI and Support Readiness
• Use approved generative AI tools and authorized sources to develop and refine knowledge articles, training materials, practice scenarios, and audience-specific content. Apply effective prompting, source-grounded drafting, iterative refinement, fact-checking, and structured review to verify accuracy, identify missing exceptions or unclear directions, and ensure responsible use of company information.
• Support New Product Introductions, service changes, and launches by preparing training, knowledge content, practical scenarios, and proficiency measures; identify readiness gaps and assist during stabilization without owning go-live decisions.
• Identify opportunities for self-service or AI-assisted support and provide approved content, business rules, exceptions, and acceptance scenarios to the Automation and AI team, which owns technical design, build, testing, deployment, and maintenance.
Measurement and Execution
• Use ticket trends, case-quality reviews, repeat contacts, knowledge-search feedback, and learner questions to identify and address training and knowledge gaps.
• Measure effectiveness through agent proficiency, time to proficiency, article accuracy and utilization, repeat contacts, case-quality trends, and learner feedback; improve materials based on results.
• Manage multiple training and knowledge initiatives, including milestones, dependencies, subject-matter reviews, stakeholder communication, and escalation of unresolved blockers or approval needs.
• Perform other duties as assigned.
REQUIRED QUALIFICATIONS / EXPERIENCE
• 4+ years of relevant experience in technical support, support enablement, knowledge management, or technical…