Knowledge Manager, IT​/Tech

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and The Fork.

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.

Hybrid. This role is a hybrid position that requires 1‑2 days per week in our London office.

• 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.

• 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…