Knowledge Management & Training Lead

Responsibilities

• Own the knowledge framework for risk-operations procedures, including architecture, ownership, versioning, review dates, deprecation rules, and annual review cycles.
• Design knowledge systems for access and application through AI-powered tools.
• Set policy, procedure, documentation, templates, and structural standards that support risk assessments, controls, and compliance review.
• Govern adoption and quality through review cadences, standards compliance, exception handling, escalation, and audit or examination readiness.
• Directly manage a vendor-based team of technical content writers, including prioritization, performance expectations, feedback, quality standards, team composition, and capability development.
• Define documentation and enablement requirements for embedded practitioners across risk programs, driving adoption without direct reporting authority.
• Architect vendor-focused training and certification programs, including milestone-based curricula, topic-level certifications, and certification-based routing.
• Define and report metrics such as time to productivity, certification coverage, procedure freshness, review compliance, and the relationship between quality failures and training interventions.
• Build documentation and certification pathways to support cross-skilling across onboarding, ODD/EDD, AML/sanctions, fraud, and disputes.

Requirements

• 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions.
• Experience building or substantially scaling a knowledge-management or enablement function.
• Experience in a regulated or control-oriented environment.
• Combined knowledge-management and enablement/L&D expertise, including operational knowledge governance and team training and certification.
• Experience designing knowledge, training, and certification programs for BPO or outsourced operations teams.
• Experience leading a team, pod, or vendor-delivered group, including setting priorities, providing feedback, maintaining quality standards, and developing capability.
• Track record of gaining adoption of standards across teams without direct reporting authority.
• Strong systems-thinking and writing skills, with the ability to build practical operating models and cadences in ambiguous environments.
• Experience defining and reporting metrics for knowledge and enablement effectiveness and operational performance.
• Perspective on using AI to help teams find and apply accurate information in real time.

Preferred Skills and Experience

• Financial services, banking, fintech, payments, or related experience.
• Familiarity with KYC/KYB, AML, fraud, disputes, regulatory examinations, and internal audit documentation expectations.
• Familiarity with knowledge-management and enablement platforms such as Guru or WorkRamp.
• Experience as a central standard-setter in a federated or decentralized organization.
• Startup or high-growth experience and comfort building programs from scratch.

Compensation

• United States employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $163,000–$203,800 USD base salary.
• United States employees outside New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,700–$183,400 USD base salary.
• Canadian employees, any location: $154,100–$192,600 USD base salary.
• Total rewards include base salary, equity, and benefits.