Senior Manager, Learning & Content

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive the learning strategy and operational framework for Member Success & Operations, encompassing onboarding, ongoing education, and just-in-time support for internal teams and BPO partners.

• Develop scalable enablement initiatives linked to product launches, policy revisions, operational shifts, and the evolving needs of members.

• Oversee standards and governance for both member-facing and agent-facing content, including help center articles, macros, chatbot knowledge, IVR scripts, templates, and internal documentation.

• Enhance the organization and accessibility of knowledge for both humans and AI systems through semantic tagging, content architecture, metadata standards, and retrieval optimization.

• Collaborate closely with Product, Engineering, Compliance, Legal, and Member Experience teams to coordinate launches and ensure that training and content readiness are integrated into operational timelines.

• Lead, mentor, and develop a growing Learning & Development team while enhancing systems, processes, and sustainable knowledge management practices.

⛳️ Requirements

• Over 7 years of experience in Learning & Development, enablement, knowledge management, or content operations.

• Proven experience supporting large-scale contact center operations, including outsourced/BPO environments.

• Demonstrated experience in leading and developing teams, including senior individual contributors or functional leads.

• Strong instructional design capabilities across onboarding, simulations, assessments, microlearning, and competency-based enablement.

• Experience managing multi-channel support content, including help center articles, chatbot content, IVR flows, macros, templates, and internal knowledge systems.

• Proficient in building or enhancing knowledge bases, LMS platforms, or AI-related content systems.

• Familiarity with optimizing content for LLM or retrieval-based systems through tagging, structure, taxonomy, prompt-aware content design, or knowledge retrieval frameworks.

• Strong analytical and operational judgment with the ability to align QA, voice-of-member, and business metrics with enablement priorities.

• Comfortable collaborating cross-functionally with Product, Engineering, Compliance, Legal, Risk, and Operations teams.

🏝️ Benefits

• Opportunity to address challenging problems, learn and develop alongside top talent, and assist millions in achieving their personal financial objectives.

• Flexible working hours and a virtual-first work culture, along with a home office stipend.

• Comprehensive Medical, Dental, and Vision Insurance plans.

• Generous paid parental and caregiver leave.

• 401(k) savings plan with matching contributions.

• Access to financial advisor services and financial wellness support.

• Flexible PTO and ample company holidays, including Juneteenth and Winter Break.

• Company-wide in-person events once or twice a year and virtual gatherings throughout the year to connect with team members and leadership.