At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Communications & Knowledge Management Specialist (KMS) within ALG Vacations, one of our 14 industry-leading brands. In this role you’ll be responsible for developing and implementing a comprehensive communication strategy through written and digital communications platforms, in partnership with Training, Leadership and other stakeholders. You will also manage all requests related to knowledge management and related tools.

A successful Communications & Knowledge Management Specialist (KMS) will:

• Develop and manage training and knowledge management system content, in collaboration with trainers, leaders and other stakeholders
• Write, edit and distribute content for internal communications, including but not limited to mass interdepartmental email, intranet, newsletters, communication boards and other various methods
• Identify, organize and manage operational knowledge by using engaging and innovative techniques
• Update pertinent knowledge management content required to support other tools, including but not limited to: CRM, calculators and other bots as determined
• Recommend, develop, implement and maintain communication standards for department communications platforms focused on virtual communication
• Engage cross-functional teams to ensure a clear representation of all requirements and practices are documented
• Resolve incidents and requests in a timely manner; documents work and resolution steps within knowledge management service management tool (Zendesk)
• Support special project requests related to training content and communications as assigned
• Check validity and specificity of the instructions in each KMS article and related communications to ensure that they are clear and can be easily and quickly followed by agents
• Monitor shared departmental email boxes to determine communication and content needs related to requests
• Collaborate with team members and communicates relevant information to direct leader(s)

A successful Communications & Knowledge Management Specialist (KMS) will have:

• High School Diploma or Equivalent (Required)
• Bachelor’s Degree in Business, Communications, Organizational Development, HR or other related fields (Preferred)
• Equivalent combination of professional, leadership, and training experience will be considered in lieu of Bachelor’s Degree
• Minimum 1 year’s experience working in Contact Center capacity.
• 3-5 years of communication design and delivery experience.
• Expertise with knowledge management system administration.
• Expert knowledge of Contact Center & Operations systems and company policies (preferred)
• Training Design and Delivery Certifications
• Microsoft Suite proficient, advanced skills preferred in excel
• Basic to fast typing skills
• Ability to display excellent verbal and communication skills
• Strong organizational and time management skills required
• Collaborate effectively with leaders, colleagues, and partners
• Must have the ability to handle conflict, problem solve and trouble shoot potential issues
• Ability to interpret and apply company policies and procedures
• Ability to multi-task and display flexibility due to frequent changes
• Nights and weekends may be required to support CCOPS needs

About Apple Leisure Group

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands

AMResorts: Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio

AMSTAR: Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®

UVC: Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®

Trisept Solutions: Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About ALGV

Vacations, a division of ALG, is the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean. ALGV consists of 6 consumer e-commerce vacation brands including Apple Vacations, BeachBound, CheapCaribbean, Funjet Vacations, Southwest Vacations, and United Vacations

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.