Product Knowledge and Enablement Manager

AXS · Los Angeles, CA

  • Senior
  • Full-time
  • Posted 2026-10-07
  • Confirmed live on 14 October 2026

Apply at AXS

Job description

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

We’re passionate about improving the fan experience and providing game-changing solutions for our clients, and we’re always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment.

The Role

The Product Knowledge & Enablement Manager creates clear, client-facing education for complex AXS products and workflows. This role strengthens the Knowledge Base as the primary self-service learning resource while supporting advanced client education, product adoption, GTM initiatives, and release communications. The role partners with Product, Product Operations, Ticketing Operations, Client Services, Account Management, Training, Documentation, and business unit stakeholders to convert complex product knowledge into searchable, actionable, and AI-ready content.

What you will do

• Develop complex process documentation and workflow-based learning resources for assigned AXS products, services, and client use cases. Create playbooks, checklists, job aids, process guides, decision support materials, and other resources that help users complete work accurately and independently.

• Improve the quality, structure, and usability of Knowledge Base content. Apply content standards, templates, taxonomy, metadata, tagging, lifecycle practices, and content consolidation strategies. Identify documentation gaps, duplicate guidance, outdated content, and failed-search topics.

• Design and deliver advanced, client-facing product education and adoption activities. Facilitate product deep dives, feature education, office hours, workshops, and other learning experiences that support continued education and effective product use beyond initial onboarding.

• Support product launches, releases, GTM initiatives, and product communications by translating product changes into audience-specific education plans and resources. Coordinate related KB content, Academy materials, webinars, job aids, and client-facing communications.

• Use participation, search, content, support, and adoption data to evaluate the effectiveness of learning resources and recommend improvements. Maintain strong stakeholder relationships and communicate risks, priorities, and progress.

What we'd like to see

• BA/BS Degree (4-year) Client education, product enablement, instructional design, training, communications, customer success, or a related field.

• 5+ year's experience in product education, client enablement, technical writing, knowledge management, instructional design, product adoption, or a related field.

• Experience supporting complex B2B software, SaaS, ticketing, venue operations, event operations, or another workflow-intensive technology environment.

• Experience creating client-facing documentation, playbooks, job aids, workflow guides, learning content, or product adoption resources.

• Experience supporting product releases, GTM initiatives, feature adoption, advanced training, webinars, or client workshops.

• Experience with knowledge management, content lifecycle management, taxonomy, metadata, search optimization, or learning management platforms.

• Experience using generative AI tools for content development, analysis, classification, or workflow improvement with appropriate human review.

• Strong understanding of complex software workflows, business processes, user personas, and product adoption challenges.

• Excellent technical writing, editing, presentation, facilitation, and plain-language communication skills.

• Ability to create practical, audience-specific content, including articles, playbooks, checklists, job aids, tutorials, and learning resources.

• Knowledge of information architecture, taxonomy, metadata, search optimization, content governance, and content lifecycle management.

• Ability to structure accurate, current, searchable, reusable content for users and future AI-enabled search or chatbot experiences.

• Proficiency using generative AI tools to support content analysis, drafting, summarization, tagging, search-gap analysis, and workflow improvement.

• Understanding of AI risks, including hallucinations, outdated information, privacy concerns, unsupported answers, and the need for human validation.

• Strong client-facing and cross-functional collaboration skills, with the ability to influence without formal authority.

• Strong project management, priorit

Prepare for the interview

Nothing collected for this employer yet. The Blind 75 is what technical screens draw from; practise it here, with a coach, in Java or Python.

More at AXS

All open software jobs