Senior Manager, Learning & Content

📋 Description

• Lead learning strategy for Member Success & Operations.
• Build scalable enablement programs tied to product launches and updates.
• Govern member-facing and agent-facing content across help center, macros, chatbot, IVR, templates, and internal docs.
• Improve how knowledge is structured and surfaced for humans and AI with tagging, taxonomy, and retrieval optimization.
• Partner with Product, Engineering, Compliance, Legal, and Member Experience to sequence launches and ensure training/content readiness.
• Lead and develop a growing L&D team and strengthen knowledge-management systems.

🎯 Requirements

• 7+ years of experience in Learning & Development, enablement, knowledge management, or content operations
• Experience supporting large-scale contact center operations, including outsourced/BPO environments
• Experience leading and developing teams, including senior individual contributors or functional leads
• Strong instructional design experience across onboarding, simulations, assessments, microlearning, and competency-based enablement
• Experience owning multi-channel content including help center articles, chatbot content, IVR flows, macros, templates, and internal knowledge systems
• Experience building or improving knowledge bases, LMS platforms, or AI-adjacent content systems

🎁 Benefits

• Flexible hours and virtual-first work culture with a home office stipend
• Premium Medical, Dental, and Vision Insurance plans
• Generous paid parental and caregiver leave
• 401(k) savings plan with matching contributions
• Financial advisor and financial wellness support
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break