Knowledge Enablement and Process Optimization Lead

Knowledge Enablement and Process Optimization Lead Updated: September 17, 2025 Location: Philadelphia, PA, United States Job ID: 11418 Description We are seeking a dynamic and strategic Training and Knowledge Enablement Manager to lead the development, delivery, and continuous improvement of training programs and knowledge assets. This role is critical in supporting product launches, upskilling initiatives, and ensuring that customer-facing teams are equipped with clear, compliant, and effective guidance. Key Job Responsibilities: (Duties may include, but not limited to all or some of the following) Professional Development & Training Delivery Design and implement forward-looking training plans aligned with product launches, brand goals, and team development needs. Facilitate engaging workshops and training sessions to support knowledge transfer and skill development. Align training content with performance metrics and business objectives. Content Development & Knowledge Management Translate complex policies and procedures into clear, actionable guides and instructions. Maintain version control and manage access permissions for all training and knowledge assets. Collaborate with internal partners to ensure content meets regulatory, legal, and brand standards. New Hire Onboarding Develop and deliver onboarding programs that accelerate new hire readiness and integration. Ensure onboarding materials are current, relevant, and aligned with team expectations. Process Improvement & Documentation Monitor call trends and agent performance to identify documentation gaps and training opportunities. Gather feedback from agents and stakeholders to enhance guide usability and relevance. Create and maintain call scripts, FAQs, troubleshooting steps, and process guides. Cross-Functional Collaboration Integrate training and content initiatives across internal workstreams to ensure consistency and alignment. Partner with compliance, legal, and operations teams to ensure all materials are accurate and up-to-date. Essential Requirements: 2+ years in a Leadership position managing demand or non-demand teams, proven experience in training, instructional design, or knowledge management. Strong communication and facilitation skills. Ability to simplify complex information and present it in a user-friendly format. 2+ years experience with content management systems and version control practices. Familiarity with regulatory and compliance standards in a customer support or healthcare environment is a plus. Desired Requirements: Strong Project management experience. Experience within disease state of oncology Data-driven approach to identifying training needs and measuring impact. Experience with IVR systems and call center operations. At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities. Why Syneos Health? Each life we positively impact makes our work worthwhile. By joining one of our field medical teams, you will partner with some of the most talented clinicians in the industry and be reminded why you chose a career in healthcare. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients’ lives around the world. Work Here Matters Everywhere | How are you inspired to change lives? Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled) Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements. At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.