Note: The job is a remote job and is open to candidates in USA. Syneos Health Commercial Solutions is a global healthcare company dedicated to creating better, smarter, and faster ways to get biopharmaceutical therapies to patients. The Knowledge Operations Lead will develop and deliver training programs, manage knowledge assets, support product launches and onboarding, and improve documentation for customer-facing teams. The role also partners with compliance, legal, operations, and other internal stakeholders to ensure materials are accurate, compliant, and effective.
Responsibilities
- 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
- 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
- Develop and deliver onboarding programs that accelerate new hire readiness and integration
- Ensure onboarding materials are current, relevant, and aligned with team expectations
- 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
- 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
Skills
- 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
- 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
Benefits
- Health benefits to include Medical, Dental and Vision
- Company match 401k
- Flexible paid time off (PTO)
- Sick time
Company Overview