B2B Knowledge Experience Specialist

About the role

As a B2B Knowledge Experience Specialist you will develop and maintain operational processes and policies for the company’s B2B operations, ensuring the knowledge base is up‑to‑date and that information is effectively shared with customer‑facing teams.

Key responsibilities

• Develop, document and publish processes, policies and procedures in the Knowledge Base and other sharing platforms.
• Create training materials, curricula, job aids, FAQs and assessments for various operational areas such as Community Events, Retail, Service Centers, Contact Centers and Business Sales teams.
• Maintain ongoing communication with operational teams to align knowledge assets and ensure relevance of high‑value content.
• Own agent‑facing communications, delivering fresh and accurate information through multiple media channels.
• Participate in orientations, training sessions and produce reports, tutorials and other knowledge documents.
• Identify opportunities to improve online tools, dashboards and metrics that support evidence‑based program implementation.
• Provide user support for knowledge‑management materials and ensure compliance with Liberty Latin America policies and the Customer First Philosophy.

Required profile

• Bachelor’s degree in Business or a related field.
• 2‑5 years of experience in customer experience, policy/process creation, NPS framework management or operational improvement.
• Fully bilingual in Spanish and English.
• Ability to thrive in a fast‑paced, structured and high‑transaction environment.

Required skills