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OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Leader of Knowledge Management & Training is a strategic role that centralizes and transforms how knowledge and training are managed within the Service Delivery division. This position unifies previously decentralized functions, bringing together training specialists and knowledge coordinators under a single leadership structure. The leader will establish a comprehensive framework that improves knowledge sharing, accelerates capability development, and ensures Service Delivery teams have quick access to critical knowledge and skills needed to provide exceptional customer experiences. This role represents a significant organizational shift from a matrixed, decentralized model to a centralized center of excellence, requiring strong change/knowledge management capabilities.

Essential Functions/Duties/Responsibilities

• Leads the transition from decentralized knowledge management to a unified system, ensuring seamless integration of knowledge coordinators and driving organizational change efforts to establish the new centralized structure.
• Establishes KPIs and metrics to demonstrate the value and impact of centralized programs on service delivery outcomes, conducting needs analysis to identify knowledge gaps and training requirements aligned with strategic objectives.
• Manages and optimizes knowledge management systems while overseeing the complete lifecycle of knowledge assets for both internal use and customer consumption, including SOPs, best practices, and operational knowledge assets.
• Partners with Service Delivery subject matter experts to capture, document, and disseminate critical operational knowledge while driving adoption of innovative technologies, including AI-powered solutions for knowledge retrieval and content creation.
• Leads and mentors a unified team of training specialists, instructional designers, and knowledge coordinators, designing comprehensive training programs including onboarding, upskilling, compliance, and customer service excellence.
• Ensures effective training delivery through instructor-led, virtual, e-learning, and blended modalities optimized for operational requirements while building relationships with Service Delivery leadership to align initiatives with business objectives.
• Works with HR, IT, and other departments to ensure seamless integration of knowledge management and training functions, maximizing value and utilization of knowledge coordinator resources through strategic deployment and capability development.
• Performs other related duties as assigned.

Competencies

• Strategic vision to translate organizational strategy into practical knowledge management and training initiatives, with proven success managing organizational change and driving adoption of new operating models.
• Team development capabilities to build, lead, and develop diverse teams, transforming underutilized resources into high-performing contributors with deep customer focus and understanding of service delivery impact.
• Superior communication skills with the ability to influence stakeholders at all organizational levels, combined with strong project management capabilities to manage complex, multi-faceted initiatives within budget and timeline constraints.
• Advanced knowledge of LMS, knowledge management platforms, and content authoring tools, with experience leveraging data and analytics to measure program effectiveness and drive decision-making.

Supervisory Responsibility

This position manages all employees of the knowledge management and training team within Service Delivery and is responsible for the performance management and hiring of employees within the department. The Leader will oversee a unified team of training specialists, instructional designers, and knowledge coordinators who previously reported to business unit leaders in a decentralized structure.

Qualifications and Experience

• 5-10 years of progressive experience in knowledge management or learning and development, with a minimum of 3-5 years in leadership positions.
• Demonstrated experience leading organizational transformation and centralizing decentralized functions, preferably in customer service, support, or operations environments.
• Bachelor's degree in Operations Management, Organizational Development, Education, or related field required. Master's degree preferred.
• CKM, CPTD, or PMP certifications are highly valued.
• Global Business experience.
• Workday experience preferred.

Preferred Skills

• Advanced knowledge of LMS, knowledge management platforms (SharePoint, Confluence), and content authoring tools (Articulate Storyline) with proficiency in process optimization and operational efficiency.
• Experience with emerging technologies and AI applications in knowledge management and training, combined with strong background in data analytics to measure program effectiveness.
• Expertise in multi-modal training delivery including instructor-led, virtual, e-learning, and blended learning approaches optimized for operational requirements.
• Strong change management and stakeholder engagement capabilities with experience managing complex organizational transformations in multi-location environments.
• Relevant experience in additional business areas.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.