Positions Overview: We are looking for a Knowledge Management Manager to join our China Aftersales & Customer Service Competence Centre team. This role will take the lead in knowledge base development, training content creation, and training delivery, with a focus on continuously improving the quality and effectiveness of our Aftersales & Customer service training programs. The successful candidate should have a background and strong interest in training, with rich experience in knowledge management system creation and development. You will work closely with the Customer Service and Aftersales teams as well as other key stakeholders to ensure that our service teams have the knowledge and capabilities needed to deliver excellent customer experience. Key Responsibilities As our Knowledge Management Manager, you will: Set up & manage knowledge base management system, including multi-format knowledge assets, role-based access control & knowledge ownership, search capability and knowledge linking for easy consumption and knowledge operation mechanism including content review, regular audit and feedback loop. Develop and continuously improve training content, including FAQs, service scripts, failure modes, troubleshooting procedures, and other technical training materials, ensuring that all deliverables meet agreed quality, quantity, and timeline requirements. Collaborate closely with knowledge base stakeholders to collect the necessary technical data, product information, service insights, and other inputs required for training content development. Deliver effective training programs to both internal trainers and external third-party service teams, ensuring consistent understanding and application of aftersales knowledge and service standards. Monitor and evaluate training quality, including Train-the-Trainer (TTT) sessions and identify opportunities for improvement. Leverage data and trainee feedback to evaluate training effectiveness, identify key insights, and continuously improve both training content and delivery methods. Drive continuous improvement to ensure sustainable, consistent, and high-quality training delivery across the Aftersales & Customer service network. Key Skills & Qualifications Bachelor's degree or above. At least 5 years of relevant experience in training content creation, development and training delivery. Good command of spoken and written English. Strong communication and presentation skills. An open, structured, and analytical mindset, with strong logical thinking skills. Good data analysis and problem-solving skills would be an advantage. With relevant experience in setting up & managing knowledge base management system are preferred With relevant experience in home appliances, mobile phones and consumer electronics industries are preferred Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity. At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.

Knowledge Management Manager.

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