СШАProduct Knowledge and Enablement Manager - AXS
1 нед. назад
СШАSenior
product educationknowledge base managementcontent creationclient enablement
Manage product knowledge and enablement by creating client-facing education and supporting product adoption and go-to-market initiatives.
Обязанности
- The Product Knowledge & Enablement Manager creates clear, client-facing education for complex AXS products and workflows. This role strengthens the Knowledge Base as the primary self-service learning resource while supporting advanced client education, product adoption, GTM initiatives, and release communications. The role partners with Product, Product Operations, Ticketing Operations, Client Services, Account Management, Training, Documentation, and business unit stakeholders to convert complex product knowledge into searchable, actionable, and AI-ready content.
- Develop complex process documentation and workflow-based learning resources for assigned AXS products, services, and client use cases. Create playbooks, checklists, job aids, process guides, decision support materials, and other resources that help users complete work accurately and independently.
- Improve the quality, structure, and usability of Knowledge Base content. Apply content standards, templates, taxonomy, metadata, tagging, lifecycle practices, and content consolidation strategies. Identify documentation gaps, duplicate guidance, outdated content, and failed-search topics.
- Design and deliver advanced, client-facing product education and adoption activities. Facilitate product deep dives, feature education, office hours, workshops, and other learning experiences that support continued education and effective product use beyond initial onboarding.
- Support product launches, releases, GTM initiatives, and product communications by translating product changes into audience-specific education plans and resources. Coordinate related KB content, Academy materials, webinars, job aids, and client-facing communications.
- Use participation, search, content, support, and adoption data to evaluate the effectiveness of learning resources and recommend improvements. Maintain strong stakeholder relationships and communicate risks, priorities, and progress.
Другое
- AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.
- We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.
- BA/BS Degree (4-year) Client education, product enablement, instructional design, training, communications, customer success, or a related field.
- 5+ year's experience in product education, client enablement, technical writing, knowledge management, instructional design, product adoption, or a related field.
- Experience supporting complex B2B software, SaaS, ticketing, venue operations, event operations, or another workflow-intensive technology environment.
- Experience creating client-facing documentation, playbooks, job aids, workflow guides, learning content, or product adoption resources.
- Experience supporting product releases, GTM initiatives, feature adoption, advanced training, webinars, or client workshops.
- Experience with knowledge management, content lifecycle management, taxonomy, metadata, search optimization, or learning management platforms.
- Experience using generative AI tools for content development, analysis, classification, or workflow improvement with appropriate human review.
- Strong understanding of complex software workflows, business processes, user personas, and product adoption challenges.
- Excellent technical writing, editing, presentation, facilitation, and plain-language communication skills.
- Ability to create practical, audience-specific content, including articles, playbooks, checklists, job aids, tutorials, and learning resources.
- Knowledge of information architecture, taxonomy, metadata, search optimization, content governance, and content lifecycle management.
- Ability to structure accurate, current, searchable, reusable content for users and future AI-enabled search or chatbot experiences.
- Proficiency using generative AI tools to support content analysis, drafting, summarization, tagging, search-gap analysis, and workflow improvement.
- Understanding of AI risks, including hallucinations, outdated information, privacy concerns, unsupported answers, and the need for human validation.
- Strong client-facing and cross-functional collaboration skills, with the ability to influence without formal authority.
- Strong project management, prioritization, organizational, and problem-solving skills.
- Ability to use search, support, engagement, and adoption data to identify knowledge gaps and improve education resources.
- Ability to manage multiple priorities and adapt to changing products, processes, and release timelines.
- Proficiency with Microsoft Office or comparable productivity, collaboration, project management, content, analytics, and communication tools.
- At AXS, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box " in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.
- Bonus: This position is eligible for a bonus under the current bonus plan requirements.
- Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings. Currently, full time employees are eligible for these benefits on the first day of employment.
- Extraordinary People – we’re not kidding!
- Meaningful Mission – Helping revolutionize an industry and deliver better experiences for fans and clients around the world.
- Development and Learning – Opportunities for learning and leveling up through training and education reimbursement.
- Community & Belonging – A range of Employee Resource Groups (ERGs) that foster connection, inclusion, and professional growth. Access to meaningful volunteer opportunities and community engagement programs to make a positive impact beyond the workplace.
- AXS , a subsidiary of AEG , sells millions of tickets each year for 1600+ premier venues, sports teams, and event organizers across North America, Europe, Asia, Australia and New Zealand. Headquartered in Downtown Los Angeles, California, AXS employs more than 900 professionals in multiple locations worldwide. In each location you’ll find a team of dedicated, diverse employees (we’ve dubbed ourselves “Fanatix”) who create groundbreaking products and services in a fun, fast-paced environment.
- To learn more about our culture and values, visit:
- For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer. Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.
- We are dedicated to a diverse, inclusive and authentic workplace, so if you’re excited about this role but can't "check every box" in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.
- AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.
- AEG's policy is to hire the most qualified applicants, and we comply with all applicable federal, state and local employment laws in making hiring and employee decisions. We are an equal opportunity employer and do not discriminate against applicants or employees on the basis of race, color, marital status, disability, religion, age, sex, sexual orientation, national origin, genetic information, veteran status, or any other legally protected status recognized by applicable federal, state or local law.