B2B Knowledge Experience Specialist

Liberty Latin America; Guaynabo (PR); On-site; USD 55,000 - 75,000; Full time

Job summary

Liberty Puerto Rico seeks a Knowledge Specialist to develop and maintain operational processes and policies for the company’s B2B operations. You will ensure knowledge base content is current and available to customer-facing teams, supporting efficient and consistent service.

You will gather information, create training materials, publish knowledge, and collaborate across departments to drive evidence-based improvements.

Qualifications

• Bachelor’s degree in Business or related field.
• 2–5 years in customer experience and crafting policies/processes, running and operating NPS frameworks, and in operational improvement in customer operations.
• Fully bilingual (Spanish, English).

Responsibilities

• Gather information to build processes and policies for review and publish in the Knowledge Base or other platforms.
• Create training material including instructional design, assessments, curriculum and agenda for operational areas.
• Maintain effective communication with operational teams and ensure alignment with knowledge content.
• Improve knowledge sharing on high-value business topics with the latest content.
• Own agent-facing communications to keep data fresh and accessible across channels.
• Prepare job aids, guides, how-tos, FAQs, and other knowledge documents.
• Collaborate in strategy and program development for new processes or products.
• Use online tools to monitor and collect information to support program implementation and knowledge transfer.

Skills

Bilingual Spanish/English

Education

Bachelor’s degree in Business or related field

Job description

As a Knowledge Specialist, you will be responsible for developing and maintaining operational processes and policies for the company’s B2B operations. Ensure knowledge base material, internal and external, are continuously updated to reflect new processes, procedures, and policies. Effectively facilitate dissemination of relevant information across customer facing personnel.

How can you add value?

• Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.
• Create training material that includes , but is not limited to instructional design and assessments, curriculum, and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers, Business Sales Team, and others).
• Maintain effective communication with the operational area with the creation of knowledge, ensure alignment with all operational teams.
• Improve knowledge sharing on the topics of business priority with the latest content of high business value.
• Own all agents facing communications, ensuring fresh, relevant, and up to date data and information via multiple media avenues.
• Participate in orientations and training sessions, and preparation of job aids, guides, how to, FAQs, and processes. This may include the generation of new knowledge documents such as reports, online help, tutorials, and other documents relevant to work.
• Stay relevant in topics that might help improve current processes and/or methodology and help disseminate information about the organization's knowledge programs to audiences, maintaining communications on knowledge sharing across the organization.
• Collaborate in strategy and program development of new processes or products, identify information requirements and issues, and provide timely solutions.
• Find opportunities to use and improve online tools to monitor and collect information to support operational areas in gathering evidence-based information for program implementation and policies; ensure visibility of knowledge transfer thru reports, dashboards and other metrics and drive knowledge sharing across the community.
• Provide knowledge management material user support services.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

What do you need?

Education and or Experience:

Bachelor’s degree in Business or related field .

2-5 year s of experience in customer experience and crafting policies/ processes , running and operating NPS frameworks and in operational improvement or optimization in customer operations.

Other qualifications:

• Fully bilingual a must (Spanish, English).
• Understanding of measurements relating to customer experience, specifically Net Promoter Score preferred.
• Ability to work in a fast paced, structured, dynamic, and high transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Strong relationship building skills to increase customer dedication and interactions.
• Problem solving and negotiation skills.
• Strong verbal and written communication skills .
• Strong critical thinking skills.
• Customer focus and service oriented.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.