B2B Knowledge & Training Experience Lead

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

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.