Sr. Manager Knowledge and Learning Design, Chemlsford, MA, Hybrid, Full-Time

Sr. Manager Knowledge and Learning Design, Chemlsford, MA, Hybrid, Full-Time

Job Category : Shared Services

Requisition Number : SRMAN005493

Posted : September 17, 2024

Employment Type : Full-Time

Location : Hybrid

Job Overview

The Sr. Manager of Knowledge and Instructional Design is a strategic leadership position within the Shared Services division of Member Services.

This position will shape and drive DCU’s approach to learning and knowledge management, promoting a culture of continuous learning in service of the financial health of our 1.2 million members.

This role will oversee a new function within Shared Services, harnessing content creation / delivery and training design to drive a best-in-class Member Experience.

Responsibilities include evaluating current practices and creating strategies to provide Member Service teams with the right content and learning paths at the right time.

Essential Functions :

• Collaborate with Shared Services and Member Service leadership to analyze and build the Knowledge and Instructional Design function.
• Create KPIs to manage the effectiveness of content and learning paths against DCU’s Success Sharing goals.
• Utilize data from inside and outside the Member Services organization to provide frontline employees with the tools and knowledge needed for great member experiences.
• Develop the necessary organizational structure to support content and learning needs, coaching employees in service of their development.
• Assess digital tools for KM and ID needs, evaluating costs and benefits.
• Support a single source of truth (SSOT) classification and prioritization model for key company information.
• Partner with the head of Training Delivery to create content and learning paths for trainers.
• Work cross-functionally with key leaders and departments, including HR and Learning & Development.

Supervisory Responsibility :

This role supervises various operational support functions, including Knowledge Management and Instructional Design.

What You’ll Need : Education and Experience Requirements :

• 2+ years of management / supervisory experience.
• Experience working for or with a financial institution is a plus.
• Experience building or executing Knowledge and Training design strategy.
• 6+ years of related experience in a sales or customer enablement environment.
• Deep knowledge of content and training design best practices in a call / contact center environment.
• Proficiency with leading enablement technology (LMS / CMS, Instructional Design, CRM) tools.

About DCU :

DCU is the largest credit union headquartered in New England, serving over one million members in all 50 states. We strive to make DCU a great place to work with an excellent work-life balance and a caring community.

DCU is an equal opportunity employer, valuing diversity, inclusion, and equity. We evaluate qualified applicants without regard to legally protected characteristics.

If you need a reasonable accommodation for any part of the employment process, please send an email to [email protected].

Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.

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Remote working / work at home options are available for this role.