Position: Director of Knowledge Management 

Position Overview 

We are seeking a strategic and forward-thinking Director of Knowledge Management to lead the development, delivery, and optimization of training content across the Monogram Health Care Center. This role requires a leader with expertise in knowledge management, instructional design, and change management who can drive continuous learning and operational excellence. The ideal candidate will have experience leading learning initiatives, implementing scalable training solutions, and managing change in a dynamic business environment. 

 Key Responsibilities 

 Strategic Knowledge & Training Management 

• Develop and execute a comprehensive knowledge management strategy that aligns with operational goals and enhances employee performance. 

• Oversee the governance of training materials, ensuring accessibility, relevance, and compliance. 

• Leverage technology, including knowledge management systems, to improve information accessibility and training delivery. 

 Training Content Development & Delivery 

• Oversee the design and delivery of engaging, effective, and scalable training programs, including e-learning, instructor-led training (ILT), and blended learning solutions. 

• Partner with subject matter experts (SMEs) to ensure training content aligns with business needs  

• Implement data-driven methods to evaluate and enhance training effectiveness, ensuring high engagement and retention rates. 

• Support the maintenance and optimization of the Care Center knowledge base (InfoTrack). 

 Change Management & Organizational Adoption 

• Serve as a change leader, applying PROSCI or other change management frameworks to support adoption of new knowledge and training initiatives across the Care Center 

• Work closely with Product Operations to develop and execute change management plans, including stakeholder assessment, communication strategies, and training rollout plans. 

• Develop communication channels and processes for deploying process changes to Care Center agents. 

Leadership & Collaboration 

• Lead a team of instructional designers and trainers, fostering a culture of continuous learning and innovation. 

• Partner with key stakeholders, including HR, Operations and Product Operations to align training and knowledge initiatives with operational goals. 

• Advocate for a culture of learning and knowledge sharing, driving employee engagement and performance improvement. 

 Qualifications & Experience 

• Bachelor’s or Master’s degree in Knowledge Management, Learning & Development, Instructional Design, Organizational Development, or a related field. 

• 10+ years of experience in knowledge management, learning & development, or instructional design, with at least 3 years in a leadership role. 

• Demonstrated experience developing and executing training and knowledge strategies. 

• Deep understanding of adult learning principles, instructional design methodologies, and digital learning technologies. 

• Experience implementing and managing LMS platforms, knowledge bases, and e-learning solutions. 

• Excellent strategic thinking, leadership, communication, and project management skills. 

 Preferred Qualifications 

• Experience in a Call Center training environment 

• Strong change management expertise, with PROSCI certification (or equivalent) highly preferred. 

• Certification in instructional design, training, or knowledge management (e.g., ATD CPTD, CKM).