Frontline Enablement Senior Associate - Knowledge Management

Summary

Join EcoVadis as a Knowledge Management Specialist to lead knowledge management and continuous improvement of enablement programs. You will manage scalable knowledge assets, work with subject matter experts, create and maintain a structured knowledge base, and implement knowledge frameworks. The role involves supporting enablement programs, collaborating with various departments, administering knowledge platforms, and optimizing delivery formats. You will act as a bridge between different teams, facilitating feedback loops to improve content relevance. This position requires strong writing and instructional design skills and experience with knowledge tools.

Requirements

• 5+ years of experience in knowledge management, enablement, L&D, or content strategy roles
• Strong writing and instructional design skills, with an ability to translate complex concepts into digestible content
• Experience with knowledge tools (e.g., Confluence, Guru, Notion, Zendesk Guide, LMS platforms)
• Familiarity with frontline functions (sales, support, customer success) and their operational tools/processes

Responsibilities

• Manage scalable knowledge assets related to our enablement programs (Scope: Solutions, tools, processes, and soft skills)
• Work closely with subject matter experts to extract, curate, and continuously manage the content
• Create and maintain a structured knowledge base that is intuitive, searchable, and aligned to business goals
• Implement knowledge frameworks that complement onboarding, ongoing learning, and frontline enablement initiatives
• Support the delivery of the Enablement programs, integrating content on communication, problem-solving, and customer engagement
• Collaborate with different departments (Product, Marketing, HR, RevOps and enablement teams) to ensure alignment with enablement and performance goals
• Administer knowledge platforms and ensure content governance and version control
• Track and analyze usage metrics to assess content effectiveness and identify opportunities for improvement
• Optimize delivery formats (e.g., interactive guides, video tutorials, microlearning modules) for various learning styles and job functions
• Act as a bridge between product, operations, enablement, and frontline teams to ensure knowledge reflects the latest solutions and best practices
• Facilitate feedback loops with frontline staff to surface knowledge gaps and improve content relevance

Preferred Qualifications

• Background in SaaS, tech, or customer-facing environments
• Knowledge of soft skills development and behavioral training frameworks
• Certification in Knowledge-Centered Service (KCS) or instructional design is a plus

Benefits

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Optional (fully covered or co-financed) health care and life insurance
• Multisport card
• Multikafeteria
• Lunch card
• Hybrid work organization
• Remote work from abroad policy
• Internet and Electricity bill allowance
• Additional day for community service when volunteering