Director, Learning, Knowledge Management and Platform Enablement- Remote

Reporting to the Operations Enablement Managing Director, the Director, Learning, Knowledge Management and Platform Enablement leads the business strategy for learning and knowledge management platforms and tools while also leading the knowledge management function. This role defines what the business needs from its learning and knowledge platforms, translates those needs into clear requirements, and helps ensure those platforms strengthen advocate readiness, knowledge usability and adoption, and operational performance across Customer Operations and Coverage Review Operations. 

The Director serves as the business owner for learning and knowledge management strategy, requirements, governance, adoption, and measurement. This role partners closely with product and technology teams to influence platform priorities, ensure the needs of the operations are reflected in the roadmap, and deliver practical, scalable capabilities that improve knowledge usability and adoption, strengthen readiness, and support operational excellence. 

This role involves collaborating with senior leadership and cross-functional partners to identify business needs, shape the future direction of learning and knowledge platforms, leverage emerging technologies, and build a more consistent, usable, and scalable knowledge management operating model. 

KEY RESPONSIBILITIES: 

• Shape and lead the business strategy for learning and knowledge management platforms and tools, including requirements, governance, adoption, and measurement, while influencing roadmap priorities needed to support advocate readiness and operational performance. 

• Partner with executive leadership, cross-functional stakeholders, product teams, and technology partners to translate enablement needs into clear platform requirements, influence prioritization, and align solutions to business outcomes. 

• Design and advance platform capabilities that improve how learning and operational knowledge are created, accessed, governed, and applied, including the practical use of emerging technologies such as artificial intelligence and machine learning. 

• Lead the knowledge management function, including governance, content lifecycle standards, taxonomy, search and findability requirements, and business ownership of the knowledge experience. 

• Use data, analytics, and platform insights to monitor adoption, usability, and effectiveness of learning and knowledge platforms, and drive continuous improvement in partnership with the teams that support enabling tools. 

• Stay current with industry trends and advancements in learning technologies, knowledge management practices, and platform innovation to keep the organization’s approach modern, practical, and effective. 

• Foster a culture of continuous learning, knowledge sharing, and operational discipline across the organization, emphasizing practical use of technology to support performance. 

QUALIFICATIONS:

• Bachelor’s degree is strongly preferred, post graduate degree or professional certifications (preferred) 

• 8+ years of progressive leadership experience in learning and development, knowledge management including enabling technologies

• Strong understanding of learning and knowledge management platforms, governance practices, content operations, and vendor landscape, with the ability to partner effectively with product and technology teams 

• Demonstrated ability to shape business requirement