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 tot his job Apply To this Job