Product Knowledge and Enablement Manager - AXS

AEG Worldwide; Los Angeles (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

AXS team at AEG Worldwide seeks a Product Knowledge & Enablement Manager to craft client-facing education for complex products and workflows. This role strengthens the Knowledge Base as the primary self-service learning resource and supports advanced client education, product adoption, GTM initiatives, and release communications.

You will partner with Product, Product Operations, Ticketing Operations, Client Services, Account Management, Training, Documentation, and stakeholders to convert

Qualifications

• BA/BS degree in a relevant field such as education, communications, or a related discipline.
• 5+ years' experience in product education, client enablement, or knowledge management.
• Experience with complex B2B software, SaaS, or workflow-intensive environments.
• Excellent technical writing, editing, and plain-language communication skills.
• Experience using AI tools for content development with human review.

Responsibilities

• Develop complex process documentation and learning resources for assigned AXS products and client use cases.
• Improve Knowledge Base quality, structure, and usability with standards and taxonomy.
• Design and deliver client-facing education, workshops, and webinars to drive adoption.
• Support launches, GTM initiatives, and product communications with education plans.
• Analyze adoption data and collaborate with stakeholders to prioritize improvements.

Skills

Technical writing

Editing

Presentation

Facilitation

Communication

Cross-functional collaboration

Project management

Microsoft Office

Education

BA/BS Degree

Job description

Product Knowledge and Enablement Manager - AXS

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

The Role

The Product Knowledge & Enablement Manager creates clear, client-facing education for complex AXS products and workflows. This role strengthens the Knowledge Base as the primary self-service learning resource while supporting advanced client education, product adoption, GTM initiatives, and release communications. The role partners with Product, Product Operations, Ticketing Operations, Client Services, Account Management, Training, Documentation, and business unit stakeholders to convert complex product knowledge into searchable, actionable, and AI-ready content.

What you will do

• Develop complex process documentation and workflow-based learning resources for assigned AXS products, services, and client use cases. Create playbooks, checklists, job aids, process guides, decision support materials, and other resources that help users complete work accurately and independently.
• Improve the quality, structure, and usability of Knowledge Base content. Apply content standards, templates, taxonomy, metadata, tagging, lifecycle practices, and content consolidation strategies. Identify documentation gaps, duplicate guidance, outdated content, and failed-search topics.
• Design and deliver advanced, client-facing product education and adoption activities. Facilitate product deep dives, feature education, office hours, workshops, and other learning experiences that support continued education and effective product use beyond initial onboarding.
• Support product launches, releases, GTM initiatives, and product communications by translating product changes into audience-specific education plans and resources. Coordinate related KB content, Academy materials, webinars, job aids, and client-facing communications.
• Use participation, search, content, support, and adoption data to evaluate the effectiveness of learning resources and recommend improvements. Maintain strong stakeholder relationships and communicate risks, priorities, and progress.

What we'd like to see

• BA/BS Degree (4-year) Client education, product enablement, instructional design, training, communications, customer success, or a related field.
• 5+ year's experience in product education, client enablement, technical writing, knowledge management, instructional design, product adoption, or a related field.
• Experience supporting complex B2B software, SaaS, ticketing, venue operations, event operations, or another workflow-intensive technology environment.
• Experience creating client-facing documentation, playbooks, job aids, workflow guides, learning content, or product adoption resources.
• Experience supporting product releases, GTM initiatives, feature adoption, advanced training, webinars, or client workshops.
• Experience with knowledge management, content lifecycle management, taxonomy, metadata, search optimization, or learning management platforms.
• Experience using generative AI tools for content development, analysis, classification, or workflow improvement with appropriate human review.
• Strong understanding of complex software workflows, business processes, user personas, and product adoption challenges.
• Excellent technical writing, editing, presentation, facilitation, and plain-language communication skills.
• Ability to create practical, audience-specific content, including articles, playbooks, checklists, job aids, tutorials, and learning resources.
• Knowledge of information architecture, taxonomy, metadata, search optimization, content governance, and content lifecycle management.
• Ability to structure accurate, current, searchable, reusable content for users and future AI-enabled search or chatbot experiences.
• Proficiency using generative AI tools to support content analysis, drafting, summarization, tagging, search-gap analysis, and workflow improvement.
• Understanding of AI risks, including hallucinations, outdated information, privacy concerns, unsupported answers, and the need for human validation.
• Strong client-facing and cross-functional collaboration skills, with the ability to influence without formal authority.
• Strong project management, prioritization, organizational, and problem-solving skills.
• Ability to use search, support, engagement, and adoption data to identify knowledge gaps and improve education resources.
• Ability to manage multiple priorities and adapt to changing products, processes, and release timelines.
• Proficiency with Microsoft Office or comparable productivity, collaboration, project management, content, analytics, and communication tools.

We’re an equal opportunity employer and never discriminate based on gender, age, race, religion, color, national origin, sexual orientation, marital status, veteran status, or disability status.

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.

AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.

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Equal Employment Opportunity Statement AEG believes in equal employment opportunities for all, regardless of race, color, religion, sex (including pregnancy, childbirth, or related medical condition), gender, national origin, age, sexual orientation, disability, veteran status, genetic information or any other legally-protected classification. It is the Company’s policy to hire and promote the most qualified applicants, make employment decisions based upon merit, and to comply with all federal, state, and local equal employment opportunity laws. AEG is also committed to maintaining a work environment free of all forms of unlawful employment discrimination and harassment. This policy governs employment and all the Company’s terms and conditions of employment, including, but not limited to, policies and practices affecting recruitment, recruitment advertising, hiring, promotion, demotion, termination, transfers, reclassification, and selection for training, compensation, benefits, Company-sponsored educational programs, and all other aspects of employment. Our policy against harassment and discrimination extends to every aspect of the work environment, including abuse of electronic mail and all other forms of communications. ADA and Disability Accommodations As part of its commitment to equal opportunity employment, and in compliance with the Americans with Disabilities Act and applicable state law, AEG does not discriminate in any way or action on the basis of disability or qualifying medical condition, nor do we condone such discrimination.

It is AEG's policy to prohibit unlawful discrimination against any employee or applicant for employment based on any legally protected characteristic, such as race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information or condition, or any other basis prohibited by applicable law. AEG is committed to recruiting, hiring, training and promoting qualified persons to all job positions and to administering all personnel actions, such as compensation, benefits, transfers, reclassification, and promotion, and it will support family scheduling and development amenities and training. Applicants and employees will be evaluated based on legitimate, non-discriminatory factors, such as their ability, competence and performance of the essential functions of their positions.

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It is AEG's policy to prohibit unlawful discrimination against any employee or applicant for employment based on any legally protected characteristic, such as race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information or condition, or any other basis prohibited by applicable law. AEG is committed to recruiting, hiring, training and promoting qualified persons to all job positions and to administering all personnel actions, such as compensation, benefits, transfers, reclassification, and promotion, and it will support family scheduling and development amenities and training. Applicants and employees will be evaluated based on legitimate, non-discriminatory factors, such as their ability, competence and performance of the essential functions of their positions.

If you’re looking to join a high-energy, fast-moving organization that is committed to enhancing music, sports, and live entertainment experiences everywhere, consider AEG for your next career. You will become part of a team that supports the growth and scalable development of the successful hoping in AEG's guests through the 30 million fan experience...