Knowledge Operations Lead

Syneos Health/ inVentiv Health Commercial LLC; Raleigh (NC); On-site; USD 110,000 - 165,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Flexible PTO

Job summary

Syneos Health/ inVentiv Health Commercial LLC in Raleigh, NC seeks a Knowledge Enablement and Process Optimization Lead to drive training programs and knowledge assets that support product launches and customer-facing teams.

You will design training plans, lead workshops, manage content with regulatory compliance, and collaborate across compliance, legal, and operations to ensure accuracy and impact. The role emphasizes leadership, clear communication, and a data-driven approach.

Qualifications

• Demonstrated leadership in a training/knowledge-management setting.
• Strong communication and facilitation skills.
• Ability to translate complex policies into actionable guides.
• Experience with content management systems and version control practices.
• Familiarity with regulatory standards in healthcare/customer support.

Responsibilities

• Design and manage forward-looking training plans aligned with launches and goals.
• Lead workshops and training sessions for knowledge transfer and skill development.
• Develop onboarding programs and ensure materials are current and compliant.
• Maintain documentation, scripts, FAQs, and process guides.
• Collaborate with compliance, legal, and operations to keep content up-to-date.

Skills

Leadership

Communication

Instructional design

Knowledge management

Content management systems

Version control

Regulatory compliance

Tools

Content Management Systems

Version control

Job description

Knowledge Enablement and Process Optimization Lead

We are seeking a dynamic and strategic Training and Knowledge Enablement Manager to lead the development, delivery, and continuous improvement of training programs and knowledge assets. This role is critical in supporting product launches, upskilling initiatives, and ensuring that customer-facing teams are equipped with clear, compliant, and effective guidance.

Professional Development & Training Delivery

• Design and implement forward-looking training plans aligned with product launches, brand goals, and team development needs.
• Facilitate engaging workshops and training sessions to support knowledge transfer and skill development.
• Align training content with performance metrics and business objectives.

Content Development & Knowledge Management

• Translate complex policies and procedures into clear, actionable guides and instructions.
• Maintain version control and manage access permissions for all training and knowledge assets.
• Collaborate with internal partners to ensure content meets regulatory, legal, and brand standards.
• Develop and deliver onboarding programs that accelerate new hire readiness and integration.
• Ensure onboarding materials are current, relevant, and aligned with team expectations.

Process Improvement & Documentation

• Monitor call trends and agent performance to identify documentation gaps and training opportunities.
• Gather feedback from agents and stakeholders to enhance guide usability and relevance.
• Create and maintain call scripts, FAQs, troubleshooting steps, and process guides.

Cross-Functional Collaboration

• Integrate training and content initiatives across internal workstreams to ensure consistency and alignment.
• Partner with compliance, legal, and operations teams to ensure all materials are accurate and up-to-date.
• 2+ years in a Leadership position managing demand or non-demand teams, proven experience in training, instructional design, or knowledge management.
• Strong communication and facilitation skills.
• Ability to simplify complex information and present it in a user-friendly format.
• 2+ years experience with content management systems and version control practices.
• Familiarity with regulatory and compliance standards in a customer support or healthcare environment is a plus.

Desired Requirements

• Experience within disease state of oncology
• Data-driven approach to identifying training needs and measuring impact.
• Experience with IVR systems and call center operations.

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.

The benefits for this position will include a competitive compensation package, health benefits to include medical, dental and vision, company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.