B2B Knowledge Experience Specialist

Liberty Latin America Communications, Inc.•UNAVAILABLE, PR

153d

About The Position

The B2B Knowledge Experience Specialist develops and maintains operational processes and policies for the company’s B2B operations. The role keeps internal and external knowledge-base content current and facilitates the dissemination of relevant information to customer-facing personnel. The specialist gathers information to develop processes and policies for review and approval, creates training and knowledge materials, and partners with operational teams to keep information aligned with business priorities. The role also supports knowledge-management programs, identifies opportunities to improve tools and information sharing, and helps develop processes or products through timely identification and resolution of information needs and issues. The successful candidate must be fully bilingual in Spanish and English and have a bachelor’s degree in Business or a related field. The posting requires 2–5 years of relevant experience in customer experience, policy and process development, NPS frameworks, or operational improvement in customer operations. Assessment, background check, and drug test are required for a successful candidate.

Requirements

Bachelor’s degree in Business or a related field.
2–5 years of experience in customer experience, crafting policies and processes, running and operating NPS frameworks, or operational improvement or optimization in customer operations.
Fully bilingual in Spanish and English.
Ability to work in a fast-paced, structured, dynamic, high-transaction environment.
Ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
Strong relationship-building skills to increase customer dedication and interactions.
Problem-solving and negotiation skills.
Strong verbal and written communication skills.
Strong critical-thinking skills.
Customer-focused and service-oriented.

Nice To Haves

Understanding of customer-experience measurements, specifically Net Promoter Score.

Responsibilities

Gather information to build processes and policies for review and approval, and publish approved materials in the Knowledge Base or other knowledge-sharing platforms.
Create training materials, including instructional design, assessments, curricula, and agendas for operational areas such as Community Events, Retail, Service Center, Contact Centers, and the Business Sales Team.
Maintain effective communication with operational areas and ensure knowledge materials are aligned across operational teams.
Improve knowledge sharing on business-priority topics using current content with high business value.
Own agent-facing communications and ensure information remains fresh, relevant, and up to date across multiple media avenues.
Participate in orientations and training sessions and prepare job aids, guides, how-to materials, FAQs, and processes.
Generate knowledge documents such as reports, online help, tutorials, and other work-related materials.
Stay current on topics that may improve processes or methodology and disseminate information about organizational knowledge programs.
Maintain communications about knowledge sharing across the organization.
Collaborate on strategy and program development for new processes or products, identify information requirements and issues, and provide timely solutions.
Identify opportunities to use and improve online tools for monitoring and gathering information that supports operational areas and evidence-based program implementation and policies.
Provide visibility into knowledge transfer through reports, dashboards, and other metrics, and drive knowledge sharing across the community.
Provide user support services for knowledge-management materials.
Demonstrate and ensure compliance with the Customer First Philosophy, Liberty Latin America policies and procedures, the Code of Conduct, and Liberty safety standards and procedures.
Perform other functions as assigned.