Associate Director, Content Creation and Knowledge Management

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

In this role, you will: 
 
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 education