Associate Director, Content Creation And Knowledge Managemen
The College Board - Denver, Colorado, United States, 80285Work at The College Board
Overview
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Overview
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 cu
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 strategiesfor knowledge and content management
Drive stakeholder understanding of content needs to drive a positive