Connected Services Training & Knowledge Specialist

The Software Customer Operations team, part of the Global Operations & Customer Support organization, is seeking an experienced Content Developer to lead the creation, documentation, and ongoing maintenance of training materials focused on Connected Features and Services. This role is instrumental in developing high‑quality content that will support Contact Center Training teams in building effective curriculum, as well as powering knowledge base articles used daily by agents and team leads. By ensuring accurate, engaging, and expertly structured learning resources, this position plays a critical role in delivering an exceptional Customer Experience across our Contact Center operations.

Duties and Responsibilities:

• Develop clear, comprehensive training materials focused on Connected Features and Services, transforming complex technical information into simple, concise, and user‑friendly content.
• Create and maintain a variety of documentation, including How‑To guides, FAQs, process documentation, feature and vehicle launch material, and troubleshooting guides.
• Partner closely with Contact Center Training teams to ensure all customer‑experience touchpoints within call center operations are fully addressed.
• Collaborate regularly with subject matter experts and cross‑functional stakeholders—including Product, Marketing, Subscription, IT, Engineering, Customer Care, Legal, and Privacy to gather, validate, and accurately capture all necessary information.
• Support process lead to improve and formalize internal business processes by documenting critical workflows and insights, particularly those essential to supporting customer escalations and high‑impact scenarios.
• Co-lead the Contact Center Training in designing, developing, and delivering material aligned with key Connected Services features, ensuring agents are well‑equipped to provide exceptional customer support.
• Assist Contact Center teams in developing and enhancing training curriculum, including the creation of specialized courses aimed at strengthening agent knowledge and performance.

Basic Qualifications:

• A Bachelor’s degree in Instructional Design, Business, Communications, Marketing or related field.
• Minimum 5 years of experience in training and/or technical content development
• Proficient in MS-Office, Articulate 360 Suite, Canva, Camtasia, Visio
• Demonstrated ability to communicate complex information concisely and clearly and the ability to convert this information into easily understandable text and illustrations.
• Outstanding writing, editing, critical reasoning, interpersonal and communication skills
• Ability to work on multiple tasks simultaneously, while successfully meeting established goals and deadlines in a fast-paced environment

Preferred Qualifications:

• Master’s Degree in Instructional Design, Business, Communications, Marketing or related field.
• Content Development experience at a major Automotive OEM Telematics Program
• In-depth knowledge of learning theories and instructional design models
• Working knowledge of Telematics and Connectivity related technologies and features including Bluetooth, Apple CarPlay/Android Auto, In-Vehicle Wi-Fi, Amazon Alexa, Google Home, Remote Operations, Mobile App, and other emerging Connected Services features
• Working knowledge of AI tools for creating instructional content, video generation, video editing, voiceover/audio