POS Knowledge Manager

We are seeking a highly skilled and motivated POS Knowledge Manager to join our POS Support Team. In this role, you will be responsible for developing, delivering, and managing training programs that ensure our support team is proficient in using the internal applications and tools necessary to assist our clients effectively. You will work closely with team members, identify training needs, create tailored training materials, and provide ongoing support to ensure high levels of application knowledge within the department.

Key Responsibilities:

Training Development & Delivery:

• Design and conduct training sessions (both in-person and virtual) to ensure the support team is equipped to handle technical inquiries and troubleshoot issues related to Infrasys POS and its integrations effectively.
• Build and deliver live‑online, in‑person, and on‑demand courses covering new releases, core workflows, and advanced feature adoption
• Create and maintain comprehensive training materials (user guides, confluence manuals, training manuals, internal tutorials) tailored to Infrasys POS system.
• Partner with team leaders to run needs analyses, uncover skill gaps, and prioritize curriculum backlogs.
• Co‑define (with team leaders) measurable performance goals for each training initiative.
• Develop bespoke learning modules for high‑value customers or pilot features, ensuring account teams can tailor guidance that drives adoption and retention.
• Join strategic account reviews to surface emergent training opportunities

Onboarding & Knowledge Transfer:

• Lead onboarding training sessions for new support team members, ensuring they are well-versed in Infrasys POS and support-specific workflows and procedures.
• Facilitate knowledge-sharing workshops to encourage ongoing learning and application best practices.

Assessment & Feedback:

• Regularly assess the team's understanding and proficiency with Infrasys POS via practical assessments and feedback sessions.
• Collect feedback from trainees and support team members to continuously improve training programs and materials.
• Design multi‑level certification exams (knowledge + hands‑on practicum).
• Administer assessment platforms, and renewal/recertification policies.
• Report certification analytics to leadership and identify continuous‑improvement actions. Works closely with Support Management to flag any potential agent and/or team performance issues

Support & Troubleshooting:

• Stay up to date with the latest Shiji software updates and new features to provide accurate and timely training.

Continuous Improvement:

• Collaborate with product and technical teams to understand new features or changes to Infrasys POS and incorporate this information into training materials.
• Identify opportunities to streamline training processes, improve training efficiency, and enhance the overall learning experience for the support team.

Documentation & Reporting:

• Maintain a training calendar, documenting all training activities and progress for team members.
• Produce regular reports on the effectiveness of training programs and the team's progress in mastering internal applications.
• Track KPIs such as training attendance, completion rates, time‑to‑proficiency, CSAT, feature adoption lift, and revenue impact.
• Present quarterly insights and recommendations to senior leadership.