Positions Overview:
We are looking for a Knowledge Management Manager to join our China Aftersales & Customer Service Competence Centre team. This role will take the lead in knowledge base development, training content creation, and training delivery, with a focus on continuously improving the quality and effectiveness of our Aftersales & Customer service training programs.
The successful candidate should have a background and strong interest in training, with rich experience in knowledge management system creation and development. You will work closely with the Customer Service and Aftersales teams as well as other key stakeholders to ensure that our service teams have the knowledge and capabilities needed to deliver excellent customer experience.
Key Responsibilities
As our Knowledge Management Manager, you will:
- Set up & manage knowledge base management system, including multi-format knowledge assets, role-based access control & knowledge ownership, search capability and knowledge linking for easy consumption and knowledge operation mechanism including content review, regular audit and feedback loop.
- Develop and continuously improve training content, including FAQs, service scripts, failure modes, troubleshooting procedures, and other technical training materials, ensuring that all deliverables meet agreed quality, quantity, and timeline requirements.
- Collaborate closely with knowledge base stakeholders to collect the necessary technical data, product information, service insights, and other inputs required for training content development.
- Deliver effective training programs to both internal trainers and external third-party service teams, ensuring consistent understanding and application of aftersales knowledge and service standards.
- Monitor and evaluate training quality, including Train-the-Trainer (TTT) sessions and identify opportunities for improvement.
- Leverage data and trainee feedback to evaluate training effectiveness, identify key insights, and continuously improve both training content and delivery methods.
- Drive continuous improvement to ensure sustainable, consistent, and high-quality training delivery across the Aftersales & Customer service network.
Key Skills & Qualifications
- Bachelor's degree or above.
- At least 5 years of relevant experience in training content creation, development and training delivery.
- Good command of spoken and written English.
- Strong communication and presentation skills.
- An open, structured, and analytical mindset, with strong logical thinking skills.
- Good data analysis and problem-solving skills would be an advantage.
- With relevant experience in setting up & managing knowledge base management system are preferred
- With relevant experience in home appliances, mobile phones and consumer electronics industries are preferred
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
