Global Training & Knowledge Management Lead

Scientific Games, LLC; Alpharetta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Scientific Games, LLC is seeking a Manager of Training and Knowledge Management to lead documentation, training and troubleshooting for Service Management, including Field Service and GSC. You will oversee QA evaluators and ensure training content is delivered via LMS and content management systems, in person, remotely, or recorded.

The role requires a four-year degree, ability to travel, and strong management of content writers and KM specialists; you will drive improvements across multiple

Qualifications

• Four-year college degree in publishing or journalism or similar field.
• Ability to pass background checks: Criminal, Consumer Credit, FBI Identity History, and compliance training.
• Ability to travel, working with employees and customers face-to-face.
• Demonstrated management experience of content writers, trainers, and KM specialists.
• Proficiency in MS Office.
• Excellent written and verbal communications.
• Ability to have “ears to the ground” regarding need for changes to processes.
• Ability to develop and drive consensus for action with peers and managers.
• Ability to manage multiple projects at the same time.

Responsibilities

• Unify and bring consistency to all training efforts across Service Management, including Field Service, Depot, Hotline, and Dispatch.
• Staff and develop expertise to meet all current and future training, documentation, and KM needs.
• Provide ongoing insights and reports on training program performance and compliance.
• Ensure dedicated resources are always available to support onboarding new remote staff.
• Develop remote learning curriculum and techniques, leveraging LMS and streaming video solutions to reduce or eliminate the need for travel while maintaining or improving employee preparedness.
• Work with department leaders to distill feedback from CX, CSAT, and surveys into actionable training and Quality coaching efforts.
• Integrate feedback obtained from Analytics and customer feedback into training programs.
• Identify, develop and deliver an ongoing refresher training program for each product line.
• Responsible for overseeing the documentation of all training materials including manuals, work aids, troubleshooting processes, and key responsibility area (KRA) documents.
• Works with department leaders to fully integrate processes in all its affiliated locations.
• Manage content and curation via tools such as eGain and SharePoint.
• Interfaces with stakeholders to distil knowledge into illustrations, written procedures, and video content into a single repository of knowledge.

Skills

Communication skills

People management

Strategic thinking

Analytical skills

Travel ability

MS Office proficiency

KM program development

Education

Bachelor's degree in publishing or journalism or similar field

Master’s degree preferred

Tools

MS Office Suite

LMS tools

Job description

Scientific Games, LLC is seeking a Manager of Training and Knowledge Management to lead documentation, training and troubleshooting for Service Management, including Field Service and GSC. You will oversee QA evaluators and ensure training content is delivered via LMS and content management systems, in person, remotely, or recorded.

The role requires a four-year degree, ability to travel, and strong management of content writers and KM specialists; you will drive improvements across multiple