Associate Director, Content Creation and Knowledge Management
About the position
Responsibilities
• Translate existing content delivered from program partners into effective agent-focused artifacts including training materials, assessments, knowledge articles, and process flows.
• Implement management processes to support the continuous development and retirement of content.
• Keep training and knowledge materials for product and operational processes up to date as changes occur.
• Support all aspects of knowledge management for Customer Engagement, including helping to define and implement standards and processes.
• Create and deliver new knowledge articles, training content, and educational material.
• Aid the organization in creating, promoting, and using internal knowledge management tools.
• Assist in the development and documentation of knowledge management best practices and performance measures.
• Participate in knowledge transfer sessions to ensure the capture and documentation of tacit knowledge from subject matter experts.
• Develop project plans and continuously monitor progress to ensure that artifacts are delivered on schedule in advance of defined training dates and/or product/program releases.
• Build relationships across internal stakeholders to define the processes to meet content and knowledge needs.
• Collaborate across internal and external stakeholders to define metrics to measure success.
• Manage multiple projects and priorities simultaneously and mitigate risks to eliminate potential roadblocks in the design, development, and implementation of training and knowledge artifacts.
• Work across Customer Engagement teams to build a continuous improvement environment to support an ongoing program of change and assist in implementing continuous improvement strategies for knowledge and content management.
• Drive stakeholder understanding of content needs to drive a positive customer experience.
• Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.
• Define content success and utilization criteria.
• Perform quality control to maintain quality standards and identify improvement areas.
• Facilitate the knowledge management lifecycle with particular focus on evaluation and improvement, to ensure artifacts are both current and useful.
Requirements
• A minimum of 3-5 years' experience in content development and knowledge management.
• Demonstrated experience developing educational content and materials to prepare staff supporting customers.
• Customer Experience and Call Center background (a plus).
• Strong consultative, project management, analytical, planning, and organizational skills.
• Strong interpersonal skills and track record of building collaborative relationships, with superb communications & presentation skills.
• Strong experience with tools used for knowledge and training content creation and management, e.g., Salesforce and Salesforce Knowledge, Confluence, learning management system platforms.
• Strong desire to learn & improve and experience leveraging feedback and performance levels to course correct.
• The ability to work in undefined situations and demonstrated evidence of creating clarity and a path forward.
Nice-to-haves
• Experience in a non-profit organization.
• Familiarity with digital assessment delivery systems.
Benefits
• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• Generous paid time off
• Paid parental leave
• Fertility benefits
• Pet insurance
• Tuition assistance
• Retirement benefits
• Annual bonuses based on performance
• Opportunities for merit raises and promotions based on increased scope of responsibility
• Transparent conversations about benefits and compensation during the application process.
Apply Now
Apply Now
Responsibilities
• Translate existing content delivered from program partners into effective agent-focused artifacts including training materials, assessments, knowledge articles, and process flows.
• Implement management processes to support the continuous development and retirement of content.
• Keep training and knowledge materials for product and operational processes up to date as changes occur.
• Support all aspects of knowledge management for Customer Engagement, including helping to define and implement standards and processes.
• Create and deliver new knowledge articles, training content, and educational material.
• Aid the organization in creating, promoting, and using internal knowledge management tools.
• Assist in the development and documentation of knowledge management best practices and performance measures.
• Participate in knowledge transfer sessions to ensure the capture and documentation of tacit knowledge from subject matter experts.
• Develop project plans and continuously monitor progress to ensure that artifacts are delivered on schedule in advance of defined training dates and/or product/program releases.
• Build relationships across internal stakeholders to define the processes to meet content and knowledge needs.
• Collaborate across internal and external stakeholders to define metrics to measure success.
• Manage multiple projects and priorities simultaneously and mitigate risks to eliminate potential roadblocks in the design, development, and implementation of training and knowledge artifacts.
• Work across Customer Engagement teams to build a continuous improvement environment to support an ongoing program of change and assist in implementing continuous improvement strategies for knowledge and content management.
• Drive stakeholder understanding of content needs to drive a positive customer experience.
• Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.
• Define content success and utilization criteria.
• Perform quality control to maintain quality standards and identify improvement areas.
• Facilitate the knowledge management lifecycle with particular focus on evaluation and improvement, to ensure artifacts are both current and useful.
Requirements
• A minimum of 3-5 years' experience in content development and knowledge management.
• Demonstrated experience developing educational content and materials to prepare staff supporting customers.
• Customer Experience and Call Center background (a plus).
• Strong consultative, project management, analytical, planning, and organizational skills.
• Strong interpersonal skills and track record of building collaborative relationships, with superb communications & presentation skills.
• Strong experience with tools used for knowledge and training content creation and management, e.g., Salesforce and Salesforce Knowledge, Confluence, learning management system platforms.
• Strong desire to learn & improve and experience leveraging feedback and performance levels to course correct.
• The ability to work in undefined situations and demonstrated evidence of creating clarity and a path forward.
Nice-to-haves
• Experience in a non-profit organization.
• Familiarity with digital assessment delivery systems.
Benefits
• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• Generous paid time off
• Paid parental leave
• Fertility benefits
• Pet insurance
• Tuition assistance
• Retirement benefits
• Annual bonuses based on performance
• Opportunities for merit raises and promotions based on increased scope of responsibility
• Transparent conversations about benefits and compensation during the application process.
Apply Now
Apply Now