Senior Manager of Learning

Job Summary

Leading the Learning & Development function for Member Success & Operations, the full-time Senior Manager of Learning will manage knowledge governance and delivery across the member support ecosystem, partnering with various teams to enhance training and content strategies in a remote environment.

Key responsibilities

• Lead the learning strategy and operational processes for onboarding and ongoing education for internal teams and BPO partners
• Build scalable enablement programs aligned with product launches and operational changes to meet evolving member needs
• Own standards and governance for both member-facing and agent-facing content across various platforms and documentation

Required qualifications

• 7+ years of experience in Learning & Development, knowledge management, or content operations
• Experience supporting large-scale contact center operations, including outsourced/BPO environments
• Strong instructional design experience across various training methods and content types
• Experience building or improving knowledge bases and AI-adjacent content systems
• Familiarity with optimizing content for AI systems through tagging and content architecture