The Senior Manager, Knowledge Management (KM) Content Services responsible for providing resource management, quality control, and targeted specialized support to meet and exceed the performance goals of the Customer Operations L&D organization. He/She supervises a team to ensure staff have assignments and work is balanced across resources to optimize deployment for the business. He/She maintains an assigned, one-on-one relationship with writer resources and provides career coaching and development to help build their skills.
The Senior Manager, Knowledge Management (KM) Content Services also acts as an individual contributor providing targeted specialized support in one or more of the following capabilities: knowledge content services, knowledge management tool admin support (Oracle KM, Compass), communications, or technical writing. He/She takes on assignments within knowledge content services aligned to one of the existing tools to augment resource coverage across all initiatives. The Senior Manager, Knowledge Management (KM) Content Services identifies new requirements and escalates any problems with the KM tools to the L&D Tools Manager.
The Senior Manager, Knowledge Management (KM) Content Services ensures the quality of staff deliverables and compliance with Customer Operations L&D performance goals. He/She supports the leadership team by helping to organize and conduct internal reviews prior to sharing outputs with internal customers. The Senior Manager, Knowledge Management (KM) Content Services supports the collection, analysis, and reporting of team metrics to recommend improvements and to coach staff members.
MAJOR DUTIES AND RESPONSIBILITIES
Optimize utilization across assigned resource population by making staffing decisions in support of the intake prioritization. Propose assigned writers with current or near-term availability to assignments that align with their skills, professional goals, and/or staffing preferences.
Evangelize the Agile Learning Experience Process (ALEP) and help staff understand their roles in each gated phase. Maintain a comprehensive understanding of all L&D technical services.
Advise Service Managers and Learning Experience Architects on how best to navigate and engage in the resource management processes, and make recommendations for improved outcomes. Resolve staffing conflicts to the satisfaction of all parties, which may include identifying creative staffing alternatives and negotiating with peers and leadership.
Work closely with L&D Analytics and Insights analysts to understand and interpret reports – proactively review staffing data for assigned population and coordinate action where appropriate in response to trends, forecast, opportunities for improvement, and areas of concern.
Maintain detailed knowledge of the L&D specialized resource profiles and job descriptions and advise leadership to initiate changes if required to increase performance quality. Maintain knowledge of relevant knowledge/content services /technical writing and recommend appropriate and relevant training to support staff professional development.
Skills/Abilities and Knowledge
· Demonstrated ability to educate, communicate, negotiate, and influence with all levels of management to produce required outcomes.
· Demonstrated ability to prioritize, organize, and assign staff effectively in order to manage multiple initiatives to meet deadlines.
· Demonstrated ability to creatively solve problems while working under pressure.
· Ability to show good judgment, take initiative, and make decisions to accomplish job duties
· Demonstrate an ability to work closely with peers to ensure successful learning and business outcomes.
· Experience delivering one or more of the following capabilities: knowledge content services, knowledge management tool admin support (Oracle KM, Compass), communications, or technical writing.
· Driven, focused, and highly data-oriented; the candidate must drive towards the L&D performance outcomes, but also must recognize when the plan needs to be adapted.
Related Work Experience Number of Years
5+ Knowledge/Content Management experience
2+ Front-line management experience
Bachelor’s degree in Instructional Design, Adult Learning, Knowledge/Content Management, Business Management, Project Management/Program Management, Sales, Operations, or Communications or equivalent experience/certifications in multiple L&D disciplines
Skills/Abilities and Knowledge
Management or business consulting experience
Resource management experience
Experience with Oracle KM tools
Related Work Experience
Relevant corporate experience in a large Fortune 100 company