Head of Training, Content

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Tabby Full time
Head of Training, Content & Knowledge Management

Department: Training and Quality
Employment Type: Full Time
Location: KSA
Reporting To: Imad Moussa
Description
Tabby creates financial freedom in the way people shop, earn, and save, by reshaping their relationship with money. The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA, and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and is the highest-rated, most reviewed, largest, and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

As the Head of Training, Content & Knowledge Management (KM) at Tabby, you will own the creation, delivery, and optimization of all training, content, and knowledge assets across the Customer Experience (CX) organization. This role is pivotal in fostering a customer-centric service culture. You'll be responsible for ensuring that all agents have the training and knowledge they need to perform at their highest potential.

Key Responsibilities
Leadership & Team Management

  • Lead the Training, Content & Knowledge Management teams, driving performance and fostering a culture of excellence that transitions to the agents and Ops managers.
  • Empower and mentor a team of instructional designers, content creators, and knowledge management specialists.
  • Champion the development of high-quality training programs, content strategies, and knowledge base management that enhance customer experience delivery.
  • Collaborate closely with other teams, including Product, Operations, and Recruitment, to ensure content and training strategies align with organizational objectives, and the hiring team has your feedback of the best candidate profile.
Customer-Centric Training Development and Execution
  • Develop, implement, and evaluate training programs with a core focus on customer-centricity, empathy, and service excellence.
  • Continuously assess training needs and work to close knowledge gaps, collaborating with Product teams.
  • Integrate customer feedback into content creation and training strategies, ensuring frontline agents are always equipped to handle various customer inquiries.
Knowledge Management Strategy & Content Delivery
  • Develop and maintain a centralized knowledge base, ensuring that content is accurate, easy to navigate, and accessible to all teams.
  • Build content that empowers frontline agents, including articles, process documents, FAQs, and troubleshooting guides.
  • Maintain a continuous feedback loop with agents to identify areas for improvement in content and knowledge assets.
  • Ensure knowledge base content is regularly updated and aligned with current operational and product changes.
Performance Management & Metrics
  • Track and measure the effectiveness of training and content programs.
  • Develop success metrics such as knowledge retention, training effectiveness, and operational performance improvements.
  • Ensure alignment between training initiatives and key business goals, including customer satisfaction (CSAT), first-contact resolution, and agent performance.
  • Establish a continuous feedback loop with frontline agents to ensure training and content remain relevant and impactful.
Change Leadership & Stakeholder Collaboration
  • Serve as a change leader, continuously optimizing training, content, and knowledge management processes in alignment with evolving company goals and customer needs.
  • Collaborate with senior leaders and cross-functional teams to understand business priorities and integrate them into training and content strategies.
  • Proactively communicate with stakeholders to ensure buy-in and understanding of the objectives and impact of training, content, and knowledge management initiatives.
Skills, Knowledge & Expertise
  • Bachelor's degree in Business Administration, Education, Communications, or a related field.
  • 7+ years of experience in training, content development, or knowledge management, with at least 3 years in a leadership role.
  • Proven experience in customer-centric training and knowledge management, with an ability to inspire and lead teams.
  • Strong background in content creation, instructional design, and training delivery across diverse formats (e-learning, in-person, etc.).
  • Expertise in designing content strategies that drive operational excellence and customer satisfaction.
  • Excellent leadership skills with the ability to influence, motivate, and develop high-performing teams.
  • Proficiency in learning management systems (LMS), CRM platforms, and knowledge management tools.
  • Strong analytical skills with experience in measuring program effectiveness and using data to drive improvements.
Success Metrics
  • Training Effectiveness: Increased agent performance, higher knowledge retention, and better customer interaction outcomes.
  • Knowledge Management Impact: Consistently updated and accessible knowledge base that drives operational efficiency and empowers agents.
  • Customer Satisfaction: Enhanced customer experience, reflected in improved CSAT, and customer retention.
  • Operational Efficiency: Streamlined workflows, improved first-contact resolution, and reduced handling times.
Job Benefits
  • We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
  • A working environment that gives you autonomy and responsibility from day one.
  • You should be comfortable with the idea that the quality of your work will influence the shape of your career.
  • Participation in the company's employee stock options program.
  • Health Insurance
We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).

If this sounds exciting to you, we'd love to hear from you
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