Knowledge Manager Job at Tripadvisor (London)

Knowledge Manager

Tripadvisor

Location:
United Kingdom , London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As the Knowledge Manager you are accountable for designing and leading our knowledge, training and quality strategy so that our front-line teams deliver consistent, high-quality experiences every time. You are a hands-on leader who ensures that people have the right information, the right skills, and the right coaching to support customers and internal stakeholders effectively. You will own our knowledge bases, training programs, and QA frameworks that power operational excellence and customer satisfaction. You will partner closely with internal stakeholders across multiple business areas to turn subject-matter expertise into scalable content, learning experiences, and measurable quality standards. You will champion a culture of continuous learning and feedback, leveraging analytics and AI-enabled tooling to keep content, training, and quality programs aligned with business goals.

Job Responsibility:

Define and maintain the end-to-end knowledge strategy, standards, and governance model
Own the structure, accuracy, and usability of internal and customer-facing knowledge bases, FAQs, and playbooks
Implement content lifecycle processes (creation, review, approval, retirement) and ensure adoption across teams
Design, deliver, and maintain onboarding and ongoing training programs for front-line and support teams
Translate new products, policies, and processes into clear training materials, playbooks, and learning paths
Partner with leaders to identify skill gaps and build targeted learning interventions (e.g., workshops, microlearning, coaching guides)
Leverage AI solutions to build and maintain QA frameworks, scorecards, and calibration processes across channels (voice, chat, email, social)
Monitor interactions to assess adherence to policies, knowledge usage, soft skills, and brand tone
Provide structured feedback and insights to leaders and agents, linking QA outcomes to coaching and development plans
Define and track KPIs across knowledge, training, and QA (e.g., article usage, search success, time-to-proficiency, QA scores, CSAT)
Use data to identify performance trends, root causes, and opportunities to improve content, training, and processes as well as measuring the effectiveness of Vendor coaching
Run experiments and pilots (e.g., new training formats, updated scripts, AI tools) and measure impact
Serve as the primary point of contact for knowledge, training, and QA needs from cross-functional teams
Build strong relationships with Product, Engineering, Legal, Compliance, and Operations to ensure accuracy and alignment
Communicate insights and recommendations to leadership, influencing priorities and investments
Lead, coach, develop and empower a team of Knowledge, Instructional Designer and QA Leads
Foster a culture of accountability, learning, and constructive feedback across geographies and teams
Champion best practices in knowledge use, learning, and quality, celebrating wins and sharing success stories

Requirements:

5+ years of experience across Knowledge Management, Training/L&D, Quality Assurance, or Customer Operations
Proven experience owning a knowledge base, training programs, and/or QA function in a fast-paced environment
Demonstrated success designing and implementing QA frameworks and training programs that improve performance
Experience with or strong interest in leveraging AI tooling to support QA and training
Strong stakeholder management and facilitation skills
comfortable influencing leaders at multiple levels
Experience using data to drive decisions and demonstrate the impact of knowledge, training, and QA initiatives
Familiarity with support operations and omni-channel environments (voice, chat, email, social)
Customer-first: Obsessed with making every interaction accurate, empathetic, and effortless
Strategic and hands-on: Able to set direction while also rolling up your sleeves to build content, training, and QA tools
Communication: Excellent written and verbal skills
can simplify complex concepts for diverse audiences
Data driven: Comfortable with dashboards and metrics
uses insights to prioritise and refine programs
Collaborative: Thrives in cross-functional environments and builds trust quickly with stakeholders
Change champion: Confident challenging legacy practices and guiding teams through new ways of working

What we offer:

Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
“Work your way” with flexibility to suit your lifestyle
Flexible schedule
Donation matching
Tuition assistance
Lifestyle benefit
Travel perks
Employee assistance program
Health benefits
Generous referral scheme

Additional Information:

Job Posted:
February 16, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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