Manager, Operational Knowledge & Training

Equifax, Inc.; St. Louis (MO); On-site; USD 85,000 - 120,000; Full time

Job summary

Equifax, Inc. is seeking an Operational Knowledge & Training Manager to oversee the Knowledge Management and Training function within Equifax Workforce Solutions (EWS) Operations.

You will drive continuous advancement of KM practices, optimize content lifecycle processes, and lead a team of specialists to design, build, and support a next-generation KM model for both human operators and AI digital agents. You will lead a team, shape the KM and eLearning strategy, ensure quality assurance, and

Qualifications

• Bachelor's degree in Business, Management, Communications, or Instructional Design.
• 3+ years of Content Lifecycle Management experience overseeing end-to-end materials.
• 1-2 years of management experience leading training teams.
• Proficiency with enterprise Learning Management Systems (Workday preferred).
• Strong verbal and written communication with cross-functional collaboration.

Responsibilities

• Lead and coach a team of knowledge management and training specialists to advance knowledge management models.
• Distribute workloads and set priorities for timely task completion.
• Oversee content lifecycle from ideation to delivery with continuous improvement.
• Shape eLearning and KM strategy to align with operational excellence.
• Serve as QA checkpoint for all eLearning content; conduct audits.
• Manage change across internal and external operations with updated resources.
• Analyze stakeholder feedback and report trends to drive improvements.
• Oversee core administrative responsibilities including performance and development.

Skills

Team leadership

Knowledge management

Training management

Change management

Data analysis

Stakeholder communication

Content lifecycle management

Quality assurance

Performance feedback

Education

Bachelor's degree in Business, Management, Communications, or Instructional Design

Tools

Workday Learning

Articulate Rise

Articulate 360

Camtasia

Salesforce knowledge base

Google Sites

Job description

The Operational Knowledge & Training Manager will oversee the existing Knowledge Management (KM) and Training function within Equifax Workforce Solutions (EWS) Operations. This role is responsible for driving the continuous advancement of knowledge management practices, optimizing content lifecycle processes, and leading a team of specialists. A critical focus of this role will be preparing and upskilling the team to design, build, and support a next-generation knowledge management model optimized for both human operators and AI digital agents.

What you’ll do:

• Lead and coach a team of knowledge management and training specialists, providing timely feedback to support their development and performance. Prepare and upskill the team to design, build, and support a next-generation knowledge management model optimized for both human operators and AI digital agents.

• Distribute workloads, set priorities for the team to ensure task completion

• Oversee the entire content lifecycle from ideation to delivery, fostering continuous improvement, collaboration, and innovation.

• Shape and refine the organization's eLearning and knowledge management strategy to enhance content effectiveness and align with operational excellence goals.

• Serve as the prime quality assurance checkpoint for all eLearning and training content, ensuring clarity, relevance, and operational accuracy. Conduct timely audits or inspections to maintain product and service quality standards.

• Successfully manage internal and external operational changes through effective change management, including updated communications, training resources, and knowledge base updates. Act as the primary point of contact for stakeholders to address concerns, facilitate reviews, and ensure deliverables meet business needs.

• Gather and analyze feedback received from stakeholders. Report on data and trends to understand the state of training and utilize key metrics to inform improvements in materials or strategic approaches.

• Manage core administrative responsibilities for the team including performance, training, and professional development.

What experience you need:

• Bachelor's degree in Business, Management, Communications, Instructional Design, or a related field.

• 3+ years of experience in Content Lifecycle Management, with a proven track record managing the end-to-end creation, deployment, and maintenance of operational documentation or learning materials.

• 1-2 years management experience with managing training teams and professionals strongly preferred

• Proficiency with enterprise Learning Management Systems (Workday Learning experience preferred)

• Excellent verbal and written communication skills, with a demonstrated history of building cross-functional relationships and sharing expertise openly.

Things that would set you apart:

• Experience designing, building, or supporting knowledge bases structured specifically for human consumption as well as retrieval by AI digital agents.

• Proficiency with training development software including: Articulate Rise, Articulate 360 suite, Camtasia, Salesforce knowledge base, Google Sites

• Association for Talent Development professional certification: Associate Professional in Talent Development (APTD) or Certified Professional in Talent Development (CPTD).

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