• Job Description

  Req#: REQ001711

  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 educational content and materials to prepare staff supporting customers

  • Customer Experience and Call Center background (a plus)

  • Strong consultative, project management, analytical, planning and organizational skills

  • Strong interpersonal skills and track record of building collaborative relationships, has superb communications & presentation skills

  • Strong experience with tools used for knowledge and training content creation + management. e.g., Salesforce and Salesforce Knowledge, Confluence, learning management system platforms

  • Strong desire to learn & improve and experience leveraging feedback and performance levels to course correct

  • The ability to work in undefined situations and demonstrated evidence of creating clarity and a path forward

  • The ability to travel 4-6 times a year to College Board offices and/or vendors

  • Eligible to work in the U.S.

  About Our Process

  • Application review will begin immediately and will continue until the position is filled

  • While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process

  About Our Benefits and Compensation

  College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

  The hiring range for a new employee in this position is $56,000 to $95,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.

  Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.

  Your salary is only one part of all that College Board offers, including but not limited to:

  • A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more

  • Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

  • A job that matters, a team that cares, and a place to learn, innovate and thrive

  You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.

  #LI-Remote

  #LI-CW1

• About the company

  The College Board is an American not-for-profit organization that was formed in December 1899 as the College Entrance Examination Board to expand access to higher education.

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