Manager, Knowledge and Training

Purpose Brands Intermediate, LLC; United States; Hybrid; USD 95,000 - 108,000; Full time

Job summary

Purpose Brands LLC seeks a Manager, Knowledge and Training to lead Technical Operations training and develop clear knowledge resources for support teams and end users. You will partner with offshore teams, use AI tools to accelerate content, and measure impact through proficiency and support quality.

The role involves creating onboarding, refresher programs, and hands-on training, while ensuring accurate documentation and scalable knowledge assets across regions and audiences.

Qualifications

• 4+ years in technical support, knowledge management, or training.
• Experience creating end-user knowledge content and training on IT processes.
• Ability to simplify complex technical workflows for diverse audiences.
• Proficiency with approved generative AI tools and prompts.

Responsibilities

• Design, develop, and deliver onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning on support processes, troubleshooting, ticket documentation, escalation, and customer communication.
• Personally facilitate onboarding, refresher, and support-process training while coordinating with offshore Training and Development leaders; retain ownership of training content, quality, and outcomes.
• Publish and maintain end-user and internal support content, including FAQs, troubleshooting guides, SOPs, known-issue guidance, and escalation instructions.

Skills

Instructional Design

Facilitation

Technical Writing

Communication

Project Management

Education

Bachelor's degree in Information Technology, Instructional Design, Education, Communications, or related discipline

Tools

LMS

Content Authoring Tools

Job description

PURPOSE: Purpose Brands, including Orangetheory, Anytime Fitness, The Bar Method, and Waxing the City, is seeking a Manager, Knowledge and Training to develop and deliver Technical Operations training and create clear, accurate knowledge resources for support teams and end users. Reporting to the Director of IT Service Management (ITSM), this hands-on role owns training and knowledge development, delivery, and effectiveness. The Manager partners with offshore Training and Development leaders, uses approved generative AI tools to accelerate content development, validates technical accuracy with subject-matter experts, and measures impact through agent proficiency and support quality.

Purpose / Impact (Duties & Essential Functions) Training and Agent Proficiency

• Design, develop, and deliver role-based onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning on support processes, troubleshooting, ticket documentation, escalation, and customer communication.
• Personally facilitate key onboarding, refresher, and support-process training while partnering with offshore Training and Development leaders to coordinate schedules, local delivery, and reinforcement. Retain ownership of Technical Operations training content, quality, and outcomes.
• Adapt training and technical guidance for different experience levels, support channels, regions, and audiences. Create knowledge checks, case scenarios, and hands-on assessments to identify skill gaps and provide targeted reinforcement.

Knowledge Development and Stewardship

• Author, publish, and maintain end-user and internal support content, including FAQs, troubleshooting guides, standard operating procedures, known-issue guidance, and escalation instructions.
• Translate technical processes into clear, audience-appropriate guidance with necessary prerequisites, decision points, exceptions, outcomes, and examples.
• Maintain content structure, taxonomy, searchability, access, version control, review schedules, and retirement of outdated, duplicate, or inaccurate content.
• Partner with Product Specialists, ITSM process owners, support leads, Engineering, and vendors to validate resolutions and service changes before publication.

Applied AI and Support Readiness

• Use approved generative AI tools and authorized sources to develop and refine knowledge articles, training materials, practice scenarios, and audience-specific content. Apply effective prompting, source-grounded drafting, iterative refinement, fact-checking, and structured review to verify accuracy, identify missing exceptions or unclear directions, and ensure responsible use of company information.
• Support New Product Introductions, service changes, and launches by preparing training, knowledge content, practical scenarios, and proficiency measures; identify readiness gaps and assist during stabilization without owning go-live decisions.
• Identify opportunities for self-service or AI-assisted support and provide approved content, business rules, exceptions, and acceptance scenarios to the Automation and AI team, which owns technical design, build, testing, deployment, and maintenance.

Measurement and Execution

• Use ticket trends, case-quality reviews, repeat contacts, knowledge-search feedback, and learner questions to identify and address training and knowledge gaps.
• Measure effectiveness through agent proficiency, time to proficiency, article accuracy and utilization, repeat contacts, case-quality trends, and learner feedback; improve materials based on results.
• Manage multiple training and knowledge initiatives, including milestones, dependencies, subject-matter reviews, stakeholder communication, and escalation of unresolved blockers or approval needs.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS / EXPERIENCE

• 4+ years of relevant experience in technical support, support enablement, knowledge management, or technical training, including hands-on experience creating documentation or delivering support training.
• Demonstrated experience developing and facilitating training on IT support processes, troubleshooting, service-request handling, incident escalation, and operational procedures.
• Proven ability to create and maintain clear, accurate end-user and internal support knowledge for the intended audience.
• Applied proficiency with approved generative AI tools, including prompt design, source-grounded drafting, source verification, fact-checking, content refinement, and responsible information handling.
• Strong instructional writing, presentation, facilitation, communication, and critical-thinking skills, with the ability to simplify complex technical workflows for diverse audiences.
• Working knowledge of ITSM processes and experience with support ticketing, knowledge-base, or learning-authoring platforms.
• Ability to independently manage cross-functional training and knowledge initiatives, including timelines, dependencies, subject-matter reviews, stakeholder coordination, competing priorities, and effectiveness measures.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Information Technology, Instructional Design, Education, Communications, or a related discipline; equivalent practical experience is valued.
• Experience partnering with offshore Training and Development teams in the APAC Region, supporting distributed agents, or creating materials for franchisees, location staff, or other end users.
• Familiarity with Knowledge-Centered Service, adult learning principles, ITIL, learning management systems, accessible content practices, or related content-development and project-tracking tools.

COMPETENCIES

• Technical Support Process Fluency
• Instructional Design and Facilitation
• Technical and End-User Writing
• Applied AI Proficiency
• Knowledge Quality and Stewardship
• Ownership, Collaboration, and Continuous Improvement

SUPERVISORY REQUIREMENTS

Provides hands-on functional leadership and coordination across offshore Training and Development and Technical Operations stakeholders. The role has no direct reports or hiring or performance-management authority.

Salary range: $95k-108k

What’s in it for you?

We offer a competitive salary along with exceptional benefits such as: Medical, Dental and Vision Coverage Hybrid Work Environment Life and Disability Insurance Unlimited Time off + Paid Holidays Flexible Friday's between Memorial Day and Labor Day 401(K) Savings Plan Matching at 4% 10 Coaching and Therapy sessions Mental Health Benefits Brand Discounts & Reimbursements In-house workout facilities Professional Development Opportunities Team Building, Employee Engagement Activities & so much more

WORK SCHEDULE

Purpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices: Remote optional: Fridays On-site days: Mondays, Tuesdays, Wednesdays and Thursdays

DIVERSITY, EQUITY, AND INCLUSION STATEMENT

Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.

EEO STATEMENT

Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated. Purpose Brands, LLC is here to make personal health and wellness accessible for people worldwide.

Purpose Brands, LLC holds the world’s largest and most trusted portfolio of fitness, health and wellness franchise brands and services: Anytime Fitness, Orangetheory Fitness, Waxing the City, The Bar Method, Healthy Contributions and Provision Security. Together, these brands generate USD$3.7 billion in revenue, operating across 50 countries on all seven continents with a combined 6 million members. With a world-class franchise operating model and suite of services that help its portfolio brands accelerate growth and deliver exceptional member experiences, Purpose Brands is best positioned for rapid expansion and to capture a strong market share in the global wellness industry. Enhance the health, prosperity, and overall well-being of franchisees, consumers, and employees through purpose-driven products and experiences. Empowering individuals and communities to live healthier, more vibrant lives. People. Purpose. Performance. Play.