Senior Program Manager, Learning & Content Enablement

The Sr. Program Manager, Learning & Content Enablement will coordinate with cross-functional business leaders to gain insight necessary to build, enhance, and deliver impactful documentation for both internal and external customers. This role will maintain a keen understanding of learning and content management trends and best practices in order to continuously evaluate our content solutions against evolving business needs. Participates in the design and delivery of high-impact, scalable, and technology-enabled solutions that meet the diverse needs of our internal and external customers. Facilitates and delivers a variety of SOP & training materials, partners across teams (such as Operations, Product, Solutions, and Marketing), and creates communication campaigns for new content that clearly articulates product offerings. Participates in the development and communication of clear, robust success metrics for learning content; including creating dashboards and insights that can be leveraged across the organization. This job reports to Sr. Manager, Product.

Job Responsibilities

[40%] Build Content

• Define and manage a user-friendly structure for accessible use of documentation/content
• Define and manage the maintenance and audit processes for documentation/content
• Updates, edits, and proofreads written materials such as product manuals, user manuals, how-to guides, and FAQs
• Evaluate existing learning materials and facilitate development of new content that is cohesive and consistent in user experience
• Partner with UX & Product management to develop, maintain, and improve standard content style guides and processes
• Coordinate with product leadership to prepare training content and supplemental materials, sharing best practices that ensure new content is as impactful as possible

[40%] Manage, Maintain, & Evaluate Effectiveness

• Manage content program delivery, measuring results, and reporting on effectiveness
• Determine metrics and key indicators to measure success and sustainability of learning and content programs
• Evaluate the effectiveness of learning & content solutions by developing and tracking content and learning kpi data/metrics

[20%] Assess & Define Needs

• Conduct needs assessments and build/execute/measure learning programs that address new business needs
• Solicit learning and content ideas across multiple levels and functions, identifying topics as well as subject matter experts who are equipped to aid in the development of specialized content
• Understand business drivers to identify current and future technical learning needs
• Identify and apply new technology and novel approaches to drive learning and content program success
• Leads others to innovate and think creatively about learning and content solutions, technology, and how to drive overall adoption

Qualifications

Required Qualifications

• 5+ years experience in a training, onboarding, and/or learning and development role  involving large scale program management
• 3+ years of learning content or documentation writing experience
• Advanced knowledge of content development and design in a corporate or field-level learning environment
• Ability to write user-friendly, engaging copy about highly technical subjects
• Ability to understand and accurately translate technical information for a general audience
• Demonstrated ownership of and consistent delivery on commitments; exceptional organizational skills, follow-through, and attention to detail
• Exceptional written, verbal, and interpersonal communication skills across all levels of leadership
• Strong project management & problem solving skills and experience
• Motivated self-starter who thrives on working in complex and challenging environments of a rapidly evolving business
• Excellent communication skills with all levels within the organization; ability to translate and articulate methodologies and processes into action
• Ability to thrive in an ambiguous, fast-paced, high-growth environment, be a proactive problem solver, and be able to aggregate information for continuous improvement.

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