Knowledge Management & Training Strategist

USG Corporation • Chicago, IL

4d

About The Position

The Knowledge Management & Training Strategist is a newly created position with the opportunity to move the needle key service metrics and the evolution of USG’s knowledge sharing and learning culture to make us easier to do business with. The KM & Training Strategist is responsible for developing and leading the strategy, governance and operations of USG’s knowledge ecosystem. They will design and maintain the structures, processes, and tools needed to capture, curate and deliver knowledge across the customer service center, promoting a culture of knowledge sharing, continuous improvement, and operational excellence. The ideal candidate will be a collaborative strategist, skilled communicator, initiator, and implementor who can drive cultural change and foster a knowledge mindset across the workstream.

Requirements

• Bachelor’s degree required; Master’s degree preferred.
• Certified in Knowledge Management (strongly preferred).
• Lean Six Sigma Green Belt (strongly preferred).
• Experience in knowledge management, content management, or customer service operations.
• Experience with knowledge management platforms (e.g., Salesforce Knowledge, SharePoint, or similar).
• Experienced in developing tailored training strategies that simplify complex material for easy understanding and adoption.
• Experience with developing and tracking KPI’s.
• Demonstrated experience leading organizational change.
• Strong project management capabilities, in a leadership role, with the ability to manage multiple priorities.
• Familiarity with workflows, permissions, version control, and publishing processes
• High attention to detail and skilled writing of clear, concise, user-focused articles and guides.
• Strong written and verbal communication skills; able to translate complex topics clearly.
• Excellent communication and collaboration skills for cross-functional work with business partners and stakeholders.
• Strong analytical thinking and business acumen.
• Proven problem-solving skills and initiative to drive process improvements.
• Ability to thrive in a fast paced, dynamic, and evolving environment

Nice To Haves

• Certified in Knowledge Management (strongly preferred).
• Lean Six Sigma Green Belt (strongly preferred).
• Master’s degree preferred.

Responsibilities

• Own the end-to-end knowledge ecosystem—strategy, governance, content, and tools—to measurably improve customer experience and operational efficiency.
• Lead a cross-functional program with clear accountability for outcomes.
• Evaluate new or updated knowledge assets to determine required training based on complexity and impact.
• Leverages AI and learning strategies to improve the quality and usability of organizational knowledge.
• Align each item to the appropriate learning method to ensure efficient adoption.
• Establish, manage, and continuously improve centralized knowledge base.
• Ensure knowledge content is organized, accurate, searchable, and accessible for employees.
• Ability to produce complex content, review published content for accuracy, and revise content in response to feedback.
• Identify and sort out low-quality content.
• Facilitate practices and forums that encourage employees to contribute and share knowledge.
• Coach teams on effective knowledge use and documentation.
• Recommend updates, changes, and enhancements to improve clarity and effectiveness.
• Support new hire onboarding by ensuring knowledge content aligns with training needs.
• Deploy a combination of methods for gathering feedback, including one-question surveys following engagement with content, social listening, and data analytics.
• Rapidly address gaps or issues to ensure employees can obtain the information they need to succeed.
• Track and report on knowledge management performance using key metrics.
• Evaluate usage trends, content quality, and business impact.
• Lead initiatives that improve efficiency, reduce errors, and enhance customer experience.

Benefits

• USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage.
• The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.
• Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan.
• Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few.
• USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.
• USG also provides employees with paid time off and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level