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

Schedule

Monday - Friday 8-5 (40 hours)

What You'll Do

Summary/Objective:

The Sr. Manager of Knowledge and Instructional Design is a strategic leadership position within the Shared Services division of Member Services (comprised of the information center, branch network and support services teams). This position will play a key role in shaping and driving DCU's approach to learning and knowledge management, promoting a culture of proactive and continuous learning in service of the financial health of our 1.2 million (plus) members

This role will oversee a new function within Shared Services with the goal of harnessing the combined power of content creation/delivery and training design to drive a best-in-class Member Experience. The Sr. Manager of Knowledge and Instructional Design will be responsible for not only evaluating our current knowledge and learning design practices but creating the strategy and associated organization necessary to provide Member Service teams the right content and learning paths at the right time. This role will work primarily with other key leaders in the Shared Services organization to harness the collective power of workforce management, training delivery, service excellence, and tools, technology & process to achieve DCU's overall operating and growth goals

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Collaborate and consult with Shared Services and Member Service leadership to analyze, develop and build the combined Knowledge and Instructional Design function for the Shared Services organization
• Create a set of KPI's to manage the effectiveness of the content and related learning paths against DCU's overall Success Sharing goals inclusive of agent & member feedback loops
• Harness data from inside (QA, Member Resolution, NPS) and outside (Asset Growth, Initiative/Product Launches) the Member Services organization to proactively provide all frontline DCU employees with the tools and knowledge needed to facilitate great member experiences
• Bring expertise to bear in the organization by creating the necessary org structure to support overall content and learning needs, coaching and developing employees in service of their development and DCU's overall mission/goals
• Continually assess the optimal digital tools available for KM and ID needs, evaluating costs and benefits to arm DCU with the correct frontline enablement tech stack
• Partner with the VP of Shared Services to support a single source of truth (SSOT) classification and prioritization model for key company information and initiatives
• Partner with the head of Training Delivery create the correct content and learning paths needed to allow our trainers to deliver a best-in-class facilitation experience
• Work cross functionally across the entire credit union with key leaders and departments inclusive of HR and company level Learning & Development

Supervisory Responsibility:

This role supervises a variety of operational support functions, including but not limited to Knowledge Management and Instructional Design

What You'll Need

Education and Experience Requirements:

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

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.