Knowledge Enablement Lead

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

SID (Solution, Implementation, Deployment) delivers client onboarding and conversions in a complex, fast-paced environment. The Process Knowledge Enablement (PKE) teams support SID by ensuring that teams are equipped with the right processes, knowledge, and frameworks to deliver with speed, consistency, and quality.
The Knowledge Enablement Lead, as part of PKE, will lead a global team focused on three pillars: Knowledge Management, Training, and Change Adoption.

What You'll Do
 

We are looking for a proven leader with the expertise to:

• Navigate complex business processes and translate them into structured, scalable knowledge and training frameworks.
• Build and lead a high-performing team that equips SID with knowledge, training, and adoption tools to deliver consistently at scale.
• Lead SID's transition into a technology-driven environment by embedding training and adoption frameworks that ensure new ways of working are embraced and sustained globally.
• This is a strategic leadership role, suited for a professional with a strong track record in global knowledge, training, and change functions, and the ability to drive adoption and performance in a complex, fast-moving environment.

Knowledge Governance & Enablement

• Define and lead SID's global knowledge management framework, governance standards, and operating model.
• Build and maintain a structured repository that is current, accessible, and scalable.
• Partner with process teams, leaders, and subject matter experts to translate complex expertise into clear, reusable playbooks and job aids.

Training & Capability Development

• Design and oversee SID's global training framework (Foundation → Enablement → Acceleration).
• Lead training programs for SID technology toolkits (Salesforce, web-based solutions, visual reporting, AI, etc.), enabling adoption of digital tools.
• Scale training delivery globally through train-the-trainer models and digital learning solutions (e-learning, simulations, micro-learning).
• Oversee onboarding programs for large intakes (100+ new hires/contractors), ensuring consistent readiness at scale.
• Develop assessment and certification frameworks to measure role readiness, adoption, and impact.

Change Management & Adoption

• Drive adoption strategies for SID's major transformation initiatives, ensuring new ways of working and best practices are embedded into BAU.
• Lead role-based adoption planning and establish a champion network to support rollouts.
• Monitor adoption KPIs, report on readiness, and proactively address resistance or risks.

Stakeholder Engagement

• Partner with senior leaders to align priorities, secure sponsorship, and embed adoption practices into leadership routines.
• Collaborate with process owners, project teams, and subject matter experts to capture insights and validate content.
• Ensure knowledge and adoption frameworks are endorsed and championed across the organization.
• Provide regular updates to leadership on adoption progress, knowledge readiness, and identified gaps, ensuring visibility and accountability.

Continuous Improvement

• Continuously analyze training outcomes, repository usage, adoption metrics, and feedback to identify opportunities for improvement.
• Lead enhancements to training programs, knowledge delivery methods, and adoption frameworks, ensuring they evolve with SID's technology transition.
• Report measurable outcomes to leadership, highlighting progress, risks, and improvement actions to drive accountability.
• Promote a culture of knowledge sharing and continuous learning, embedding it into SID's ways of working.

What We're Looking For
 

Must-Have

• 8–12 years of experience in Knowledge Management, Learning & Development, or Change Enablement, with a strong track record in complex global organizations.
• Direct experience in the Travel Management Company (TMC) industry or closely related fields, with a solid understanding of complex travel systems and global operations.
• Demonstrated ability to navigate complexity and translate intricate business processes into structured, scalable knowledge and training frameworks.
• Proven expertise in knowledge governance and repositories, ensuring content is accurate, accessible, and well-maintained.
• Strong experience designing and delivering training for technology toolkits (e.g., Salesforce).
• Solid grounding in change management frameworks (e.g., PROSCI/ADKAR) and proven ability to drive adoption at scale.
• Strong leadership skills — able to lead teams of SMEs, influence senior stakeholders, and build global alignment.
• Excellent facilitation, communication, and stakeholder engagement skills.
• Analytical mindset with the ability to measure adoption, identify gaps, and improve effectiveness.
• Flexibility to work across time zones and lead global teams, ensuring effective collaboration and adoption worldwide.

Preferred

• Familiarity with QA practices and integrating structured QA into training and adoption.
• Proficiency with digital learning platforms and content authoring tools.
• Salesforce knowledge.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for