Knowledge Management Supervisor - Return Refund, Operations

Job Description

• Lead the Knowledge team (SOP Creators and Trainers), managing BAU and ad-hoc task allocations to ensure efficiency and resource optimization.
• Proactively identify process bottlenecks, standardize workflows, and streamline the SOP creation cycle to enhance efficiency.
• Manage all KMS OKRs (productivity, SOP usage, training timeline, SLA deliverable, etc.), tracking performance and driving initiatives to ensure metric achievement.
• Analyze feedback from stakeholders, review SOP logic tree or deliverable for optimal structure and clarity, and optimize the agent’s knowledge retrieval and quality judgment.
• Monitor all RR SOP usage, analyze efficacy, and review/validate all KMS deliverables (draft SOPs, training materials) to ensure high quality, compliance, and up-to-date information.
• Lead collaborations, calibrations, and continuous alignment with relevant internal and external stakeholders (e.g., regional teams, Operations, project teams).
• Evaluate training processes and quizzes based on performance data and feedback, and track the post-training development and performance of new hires

• Bachelor’s degree in a STEM field is preferred
• Minimum 5 years total experience, with 2 years leading a team in Operations, Quality, Process Improvement or Project Management
• Proven experience creating, managing and optimizing SOPs with a focus on User Centric approach, along with experience in training material creation and delivery
• Strong data analysis proficiency to identify gaps and translate insight into action; familiar with improvement tools (e.g 5 Whys, PDCA, LEAN) and preparing weekly metric reports
• Demonstrated ability to perform root cause analysis and drive cross functional process improvements with minimum supervision