Position Title: Knowledge Management & Training Strategist

Department: Customer Service

Position Summary:

The Knowledge Management & Training Strategist is a newly created position with the opportunity to move the needle key service metrics and the evolution of USG’s knowledge sharing and learning culture to make us easier to do business with. The KM & Training Strategist is responsible for developing and leading the strategy, governance and operations of USG’s knowledge ecosystem. They will design and maintain the structures, processes, and tools needed to capture, curate and deliver knowledge across the customer service center, promoting a culture of knowledge sharing, continuous improvement, and operational excellence. The ideal candidate will be a collaborative strategist, skilled communicator, initiator, and implementor who can drive cultural change and foster a knowledge mindset across the workstream.

Reports To:

Customer Service Transformation Manager

Target Band:

TBD

Key Accountabilities & Responsibilities:

The Knowledge Management & Training Strategist leads the development, governance, and continuous improvement of USG’s knowledge ecosystem. This role is responsible for designing the information architecture, taxonomies, and content standards that ensure knowledge is accurate, accessible, and easy to find. The manager oversees the full content lifecycle—capturing, curating, reviewing, publishing, and maintaining knowledge used by Customer Service Representatives and other internal stakeholders.

A key responsibility of this role includes the ability to stratify and determine the level of training needed for newly created or updated knowledge assets. The KM & Training Strategist will assess the complexity, impact, and change severity of each item to identify whether self‑directed learning, targeted huddles, micro-training, or formal instructor-led sessions are required. This ensures training is right-sized, supports rapid adoption, and enables agents to use new knowledge effectively and confidently.

They drive cross‑functional alignment and collaboration with Customer Service, and subject matter experts to ensure content remains current, compliant, and aligned to business needs. The role manages KM platforms and integrations, improves search relevance, and uses analytics to measure performance, identify gaps, and elevate customer and agent experiences. The manager leads change management and training efforts to build strong contributor networks and promote consistent knowledge‑sharing behaviors across the organization.

Through strong governance, quality assurance, and insight‑driven continuous improvement, the Knowledge Management Manager ensures that “one‑right‑answer” information is available at the moment of need—reducing customer and agent effort, improving operational efficiency, and supporting a culture of learning and excellence.

The manager must be able to communicate effectively at all levels of the organization and utilize best practice project management skills to lead improvements and manage change. The ideal candidate will have experience in knowledge management, is exceptionally curious but focused, and seeks a meaningful role that supports growth and career advancement.

General Responsibilities:

· Own the end-to-end knowledge ecosystem—strategy, governance, content, and tools—to measurably improve customer experience and operational efficiency.

· Lead a cross-functional program with clear accountability for outcomes.

· Evaluate new or updated knowledge assets to determine required training based on complexity and impact.

· Leverages AI and learning strategies to improve the quality and usability of organizational knowledge.

· Align each item to the appropriate learning method to ensure efficient adoption.

· Establish, manage, and continuously improve centralized knowledge base.

· Ensure knowledge content is organized, accurate, searchable, and accessible for employees.

· Ability to produce complex content, review published content for accuracy, and revise content in response to feedback.

· Identify and sort out low-quality content.

· Facilitate practices and forums that encourage employees to contribute and share knowledge.

· Coach teams on effective knowledge use and documentation.

· Recommend updates, changes, and enhancements to improve clarity and effectiveness.

· Support new hire onboarding by ensuring knowledge content aligns with training needs.

· Deploy a combination of methods for gathering feedback, including one-question surveys following engagement with content, social listening, and data analytics.

· Rapidly address gaps or issues to ensure employees can obtain the information they need to succeed.

Transformation Responsibilities:

· Track and report on knowledge management performance using key metrics.

· Evaluate usage trends, content quality, and business impact.

· Lead initiatives that improve efficiency, reduce errors, and enhance customer experience.

Requirements:

Education & Professional Experience:

· Bachelor’s degree required; Master’s degree preferred.

· Certified in Knowledge Management (strongly preferred).

· Lean Six Sigma Green Belt (strongly preferred).

· Experience in knowledge management, content management, or customer service operations.

· Experience with knowledge management platforms (e.g., Salesforce Knowledge, SharePoint, or similar).

· Experienced in developing tailored training strategies that simplify complex material for easy understanding and adoption.

· Experience with developing and tracking KPI’s.

· Demonstrated experience leading organizational change.

Hard-Skills:

· Strong project management capabilities, in a leadership role, with the ability to manage multiple priorities.

· Familiarity with workflows, permissions, version control, and publishing processes

· High attention to detail and skilled writing of clear, concise, user-focused articles and guides.

· Strong written and verbal communication skills; able to translate complex topics clearly.

Soft-Skills:

· Excellent communication and collaboration skills for cross-functional work with business partners and stakeholders.

· Strong analytical thinking and business acumen.

· Proven problem-solving skills and initiative to drive process improvements.

Ability to thrive in a fast paced, dynamic, and evolving environment

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran