Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.
At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen!
About The Role:
We are looking for a Senior Training & Knowledge Manager to turn Emma’s operational expertise into a scalable enablement engine for our customer support partners. You will own the Knowledge Base and training content that external agent teams rely on to deliver consistent, high-quality customer support at scale.
You’ll belong to the Customer Excellence team and work closely with all other Operations teams, ranging from Warehouse-to-Delivery, Return to 2nd Life, Procurement, Planning, Quality, BPO Management and Process Excellence.
What You'll Do:
- Capture operational knowledge, insights, and best practices from Emma’s internal teams and turn them into scalable training and knowledge assets for BPO partners.
- Design clear, practical learning and knowledge materials that enable BPO agents to deliver best-in-class customer support.
- Build and own systems, tools, and processes to distribute, maintain, and scale knowledge across multiple BPOs.
- Identify knowledge gaps and improvement opportunities using performance data, quality metrics, and BPO feedback.
- Standardize how operational knowledge is documented, updated, and consumed by external partners.
- Partner closely with Emma Operations, Quality, and Process teams to ensure accuracy, consistency, and relevance of content.
- Continuously improve learning formats and delivery methods, favoring lightweight, digital, and self-serve solutions over live training.
- Ensure fast, consistent onboarding and ongoing enablement of BPOs as products, processes, and policies evolve.
Who We're Looking For:
- 5+ years of experience in Knowledge Management, Training/Enablement, Quality, or Customer Service Operations (ideally in a multi-region and/or outsourced support environment).
- Proven ability to build and run a content framework (architecture, standards, governance) that scales across teams and partners.
- Experience working with customer service platforms and knowledge systems (Sprinklr experience is a strong plus).
- Strong attention to detail and a genuine love for clear, high-quality content that agents can use under pressure.
- High agency and independence: you spot gaps, set priorities, and drive improvements end-to-end.
- Analytical mindset: you use quality and performance signals to prioritize what matters and prove impact.
- Strong stakeholder management across internal teams and external partners; confident communicator in English.
- Willingness to travel internationally on a regular basis.
What We offer:
- Responsibility and decision-making autonomy from your first day.
- The opportunity to work on challenging tasks that contribute to your professional growth.
- Work independently and as part of a dedicated, international team.
- Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year).
- 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon.
- Work with and learn from experts in diverse fields.
- Get to know your team members at our exciting company events.
- Working from a pet-friendly office.
Become an Emmie
Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up.
We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.
Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!