Knowledge & Learning Programs Lead - Customer Care Readiness

motorolasolutions; Reynosa; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

Motorola Solutions is seeking a Knowledge & Learning Program Manager for the CMSO team to serve as the dedicated Readiness Partner for the Customer Care unit. You will bridge formal training with in-the-mild knowledge sharing, curating agile, role-based learning paths and championing knowledge management best practices.

You will collaborate across functions to ensure support teams resolve complex issues quickly, align with validated workflows, and adopt new AI-enabled learning approaches to

Qualifications

• Proven track record in technical enablement, support operations, or enterprise Knowledge Management.
• High capacity for change leadership and driving adoption without direct reporting authority.
• Familiarity with ITSM ticketing systems, CRM platforms, and enterprise search indexing.
• Proven ability to link educational activities to measurable business outcomes.
• Excellent cross-functional communication to negotiate with process owners and platform teams.
• Experience in a matrixed, evolving organization.
• 3+ years of experience
• Bachelor's degree required

Responsibilities

• Serve as the primary Knowledge & Learning liaison to Customer Care leadership, aligning readiness strategies with operational workflows.
• Translate technical capability gaps into actionable, role-based learning paths and knowledge capture strategies.
• Champion knowledge management practices to ensure accurate incident documentation and rapid capture of solutions.
• Monitor usage and coaching to improve content health and organizational knowledge sharing.
• Promote strategies that increase self-service and partner support.
• Identify training gaps and define content requirements with external education partners.
• Curate modular curriculum blocks to reduce redundant training and accelerate proficiency.
• Lead integration of troubleshooting methodologies and emerging AI technologies into daily operations.
• Partner with Process Management to ensure training aligns with validated workflows.
• Provide data-driven workflow optimization requirements to Change Enablement and Platform teams.

Skills

Technical enablement

Support operations

Enterprise Knowledge Management

Change leadership

Cross-functional communication

Matrixed organization

ITSM / CRM familiarity

Data-driven workflows

Education

Bachelor's degree

Job description

Motorola Solutions is seeking a Knowledge & Learning Program Manager for the CMSO team to serve as the dedicated Readiness Partner for the Customer Care unit. You will bridge formal training with in-the-mild knowledge sharing, curating agile, role-based learning paths and championing knowledge management best practices.

You will collaborate across functions to ensure support teams resolve complex issues quickly, align with validated workflows, and adopt new AI-enabled learning approaches to