Job Description
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.
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