Associate Director, Content Creation and Knowledge Management

2 months ago

New York, United States College Board Full time

Associate Director, Content Creation and Knowledge Management

College Board – Customer Engagement

Location: Remote

Type: Full-Time, Permanent

About the Team 

College Board’s Operations division (~125 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement department (~50 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.

About the Opportunity 

As the Associate Director, Content Creation and Knowledge Management, you play a critical role in ensuring customer support staff have accurate and timely content and knowledge material to drive an improved customer experience.

Partnering closely with the Director, Customer Engagement Learning & Development, you will evaluate current processes, define ongoing content and knowledge management requirements, and deliver necessary educational materials. This role will be responsible for supporting the implementation of a cohesive knowledge management approach across programs and implementing continuous improvements to learning/knowledge artifacts.

You will drive outcomes such as

improved staff readiness

improved first contact resolution

reduced handle times

reduced escalations

increased customer satisfaction levels

 
 
Content Creation and Management (60%)  

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

Collaboration & Project Management (20%)  

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

Continuous Improvement (20%)  

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

You have: 

A minimum of 3-5 years’ experience in content development and knowledge management. (A bachelor’s degree in a related field is a plus)

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, has superb communications & presentation skills

Strong experience with tools used for knowledge and training content creation + 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

The ability to travel 4-6 times a year to College Board offices and/or vendors

Eligible to work in the U.S.

About Our Process

Application review will begin immediately and will continue until the position is filled

While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market. 

The hiring range for a new employee in this position is $56,000 to $95,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary. 

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria. 

Your salary is only one part of all that College Board offers, including but not limited to:

A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more

Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.

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