B2B Knowledge & Training Experience Lead

Liberty Latin America

Guaynabo (PR)

Presencial

USD 50.000 - 80.000

Tempo integral

Há 5 dias

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Resumo da vaga

Liberty Puerto Rico, a Liberty Latin America company, seeks a Knowledge Specialist to develop and maintain operational processes and policies for B2B operations in Puerto Rico. You will ensure knowledge base materials, internal and external, stay updated reflecting new processes and policies and disseminate information to customer-facing teams.

You gather information to build policies, create training materials, and own communications to agents, enabling alignment with operational teams and

Qualificações

Bachelor’s degree in Business or related field.
2–5 years of experience in customer experience and crafting policies, running and operating NPS frameworks, or operational improvement.
Fully bilingual in Spanish and English.
Experience with measuring customer experience, especially Net Promoter Score (NPS).
Ability to work in a fast-paced, structured, dynamic, high-transaction environment.

Responsabilidades

Develop and maintain processes and policies for B2B operations.
Create training material including instructional design, curriculum, and agenda for operational areas.
Maintain knowledge base materials and ensure alignment across operational teams.
Own agents-facing communications and keep data current across media channels.