IT Operations Knowledge & Training Manager

Purpose Brands; Boca Raton (FL); Hybrid; USD 95,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

Hybrid Work Environment

401(K) Matching at 4%

Unlimited Time off + Paid Holidays

Mental Health Benefits

Job summary

Purpose Brands in Boca Raton, FL seeks a hands-on Manager, Knowledge and Training to develop and deliver Technical Operations training and maintain clear knowledge resources for support teams and end users.

The role partners with offshore leaders, uses approved AI tools, validates content with SMEs, and measures impact through proficiency and support quality. Hybrid work model with on-site and remote elements is offered.

Qualifications

• 4+ years in technical support, knowledge management, or training with hands-on content creation.
• Experience delivering IT support training on processes, escalation, and operational procedures.
• Ability to produce clear end-user and internal guidance.
• Proficiency with approved generative AI tools and content refinement.

Responsibilities

• Design, develop, and deliver onboarding and refresher training for support teams.
• Lead knowledge development: FAQs, guides, SOPs, escalation instructions.
• Translate complex processes into audience-appropriate guidance with prerequisites and examples.
• Partner with stakeholders to validate resolutions and service changes before publication.
• Apply AI tools to create and refine training content with fact-checking and source grounding.
• Measure impact via agent proficiency, time to proficiency, and content utilization.

Skills

Technical support process fluency

Instructional design

Technical writing

Applied AI proficiency

Knowledge quality & stewardship

Ownership & collaboration

Education

Bachelor's degree in IT/related field

Tools

Learning Management System (LMS)

Knowledge-base software

Generative AI tools

Job description

Purpose Brands in Boca Raton, FL seeks a hands-on Manager, Knowledge and Training to develop and deliver Technical Operations training and maintain clear knowledge resources for support teams and end users.

The role partners with offshore leaders, uses approved AI tools, validates content with SMEs, and measures impact through proficiency and support quality. Hybrid work model with on-site and remote elements is offered.