Job description
Role Summary
The OE Manager – Instructional Design & Knowledge Management leads a cross-functional enablement team that designs, delivers, and governs highquality learning programs and knowledge content to improve operational excellence across service lines. This role combines people leadership with handson expertise in instructional design, knowledge authoring, content lifecycle management, and analytics to ensure advocates, supervisors, and support teams have the right capabilities and findable, accurate guidance at the moment of need.
Key Responsibilities
- People & Operational Leadership
- Manage 2–5 direct reports and a broader enablement team (40+), providing coaching, performance management, and career development.
- Lead design and knowledge quality performance coaching forums for knowledge and learning products; facilitate crossfunctional reviews and executive readouts.
- Work with key stakeholders to ensure close-loop feedback onto knowledge and content accuracy.
- Plan and prioritize enablement backlog using Agile practices; manage budgets, capacity, and vendor/contracted resources as required.
- Instructional Design & Learning Delivery
- Design, develop, implement, and evaluate curricula for newhire and tenured audiences (advocates, supervisors, support staff).
- Apply adult learning and instructional design methodologies; create microlearning, ILT/VILT, eLearning, scenarios, and assessments.
- Build roleplays, simulations, and knowledge checks; measure learning effectiveness and transfer to performance.
- Continuously enhance the learning experience through engaging facilitation and modern content authoring tools (e.g., Articulate 360, Camtasia, Vyond).
- Knowledge Management & Technical Writing
- Establish and maintain knowledge standards, templates, and governance (e.g., KCSaligned practices).
- Author, structure, tag, and maintain knowledge articles to ensure accuracy, findability, and reuse; manage full content lifecycle.
- Monitor article usage, feedback, and performance metrics; run quality reviews and lifecycle operations (create/update/retire).
- Partner with SMEs and instructional designers to align knowledge and training content; ensure updates reflect product/process/system changes.
- Stakeholder, Project & Change Management
- Build strong relationships with operations leaders and matrix partners; translate business needs into enablement roadmaps.
- Lead largescale content and readiness initiatives tied to system releases and process changes; manage scope, timelines, and risk.
- Drive continuous improvement in content workflow and delivery; communicate status and outcomes to all levels of leadership.
- Ensure QISMS/InfoSec and compliance practices are upheld across training and knowledge repositories.
Qualifications
Required
- 5+ years progressive corporate instructional design experience; 2+ years people management.
- Proficiency with content authoring tools (Articulate 360, Vyond, Camtasia, SnagIt) and MS Office (Word, Excel, PowerPoint, OneNote).
- Handson experience with knowledge management and technical writing (preferably KCSaligned).
- Demonstrated success designing engaging learning for contact center and/or healthcare operations.
- Strong business writing, presentation, and executive communication skills.
- Ability to manage multiple priorities in a fastpaced, virtual, matrixed environment; strong problemsolving and decisionmaking.
Preferred
- Bachelor's degree in Education, Communications, Technical Writing, or related field; instructional design certification preferred.
- KCS, Agile, project/change management certifications a plus.
- Experience with enterprise knowledge platforms (e.g., KnowledgeXchange) and metadata/tagging strategies.
- Healthcare domain familiarity and medical terminology exposure.
Core Competencies
- Stakeholder Influence & Relationship Building
- Strategic Thinking & Business Acumen
- Instructional Design Mastery & Facilitation
- Knowledge Governance & Content Quality
- DataDriven Evaluation & Continuous Improvement
- Change Agility & Ambiguity Management
- Virtual Team Leadership & Coaching
Tools & Systems
- Articulate 360 (Rise/Storyline), Vyond, Camtasia, SnagIt, WellSaid (or equivalent)
- MS Office (Word, Excel, PowerPoint, OneNote)
- Enterprise Knowledge Platforms (e.g., KnowledgeXchange, Salesforce)
