Knowledge Manager

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing and aims to be the worlds most trusted source for travel and experiences. We leverage our brands technology and capabilities to connect our global audience with partners through rich content travel guidance and two-sided marketplaces for experiences accommodations restaurants and other travel categories. The subsidiaries of Tripadvisor Inc. (Nasdaq: TRIP) include a portfolio of travel brands and businesses including Tripadvisor Viator and TheFork.

As the Knowledge Manager you are accountable for designing and leading our knowledge training and quality strategy so that our front-line teams deliver consistent high-quality experiences every time. You are a hands-on leader who ensures that people have the right information the right skills and the right coaching to support customers and internal stakeholders effectively. You will own our knowledge bases training programs and QA frameworks that power operational excellence and customer satisfaction.

You will partner closely with internal stakeholders across multiple business areas to turn subject-matter expertise into scalable content learning experiences and measurable quality standards. You will champion a culture of continuous learning and feedback leveraging analytics and AI-enabled tooling to keep content training and quality programs aligned with business goals.

Job Location: Hybrid. This role is a hybrid position that requires 1-2 days per week in our London office.

Key Responsibilities

Knowledge management

• Define and maintain the end-to-end knowledge strategy standards and governance model.

• Own the structure accuracy and usability of internal and customer-facing knowledge bases FAQs and playbooks.

• Implement content lifecycle processes (creation review approval retirement) and ensure adoption across teams.

Training and enablement

• Design deliver and maintain onboarding and ongoing training programs for front-line and support teams.

• Translate new products policies and processes into clear training materials playbooks and learning paths.

• Partner with leaders to identify skill gaps and build targeted learning interventions (e.g. workshops microlearning coaching guides).

Quality assurance

• Leverage AI solutions to build and maintain QA frameworks scorecards and calibration processes across channels (voice chat email social).

• Monitor interactions to assess adherence to policies knowledge usage soft skills and brand tone.

• Provide structured feedback and insights to leaders and agents linking QA outcomes to coaching and development plans.

Analytics and continuous improvement

• Define and track KPIs across knowledge training and QA (e.g. article usage search success time-to-proficiency QA scores CSAT).

• Use data to identify performance trends root causes and opportunities to improve content training and processes as well as measuring the effectiveness of Vendor coaching.

• Run experiments and pilots (e.g. new training formats updated scripts AI tools) and measure impact.

Stakeholder management

• Serve as the primary point of contact for knowledge training and QA needs from cross-functional teams.

• Build strong relationships with Product Engineering Legal Compliance and Operations to ensure accuracy and alignment.

• Communicate insights and recommendations to leadership influencing priorities and investments.

Leadership and culture

• Lead coach develop and empower a team of Knowledge Instructional Designer and QA Leads.

• Foster a culture of accountability learning and constructive feedback across geographies and teams.

• Champion best practices in knowledge use learning and quality celebrating wins and sharing success stories.

Minimum Qualifications & Experience:

• 5 years of experience across Knowledge Management Training/L&D Quality Assurance or Customer Operations.

• Proven experience owning a knowledge base training programs and/or QA function in a fast-paced environment.

• Demonstrated success designing and implementing QA frameworks and training programs that improve performance.

• Experience with or strong interest in leveraging AI tooling to support QA and training.

• Strong stakeholder management and facilitation skills; comfortable influencing leaders at multiple levels.

• Experience using data to drive decisions and demonstrate the impact of knowledge training and QA initiatives.

• Familiarity with support operations and omni-channel environments (voice chat email social).

Skills you should bring to the role:

• Customer-first: Obsessed with making every interaction accurate empathetic and effortless.

• Strategic and hands-on: Able to set direction while also rolling up your sleeves to build content training and QA tools.

• Communication: Excellent written and verbal skills; can simplify complex concepts for diverse audiences.

• Data driven: Comfortable with dashboards and metrics; uses insights to prioritise and refine programs.

• Collaborative: Thrives in cross-functional environments and builds trust quickly with stakeholders.

• Change champion: Confident challenging legacy practices and guiding teams through new ways of working.

What We Offer

• Competitive compensation packages (routinely benchmarked against the latest industry data) including base salary and annual bonuses
• Work your way with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team with the option to join on-site as often as youd like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel wellness or whatever suits you.
• Travel perks. We believe that travel is employee development so we provide discounts and more.
• Employee assistance program. Were here for you with resources and programs to help you through lifes challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.

Execution is our edge

We act fast experiment learn from failure iterate and improve the solutions of tomorrow across every aspect of our business. Our execution is agile data-driven prioritised and built to scale. We assume no problem is someone elses problem and finish what can be done today knowing tomorrow will bring fresh challenges.

We succeed together

The best outcomes are driven by empathic humble and diverse subject matter experts working toward shared goals. We collaborate relentlessly challenge assumptions give actionable feedback and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth individually and as a team. We celebrate the quality of our effort our learnings and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process please make sure to reach out to your individual recruiter or our team at

If you have any additional questions about careers at Tripadvisor you can email us at We have all the answers!

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