Manager, Knowledge Management

Global Credit Union

Manager of Knowledge Management at Global Credit Union directing operational knowledge content development and leading a team of technical writers. Overseeing cross-functional initiatives and ensuring alignment with organizational priorities.

Posted 7/16/2026full-timeGlendale • California • 🇺🇸 United StatesMid-LevelSenior💰 $90,389 - $152,718 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Knowledge Management, Process Improvement, and Content Strategy, with a strong focus on user-centric design and operational effectiveness. Proven ability to lead cross-functional initiatives, develop high-quality documentation, and ensure compliance with regulatory requirements.

Highest-signal resume keywords

Knowledge ManagementProcess ImprovementContent StrategyChange ManagementFinancial Services Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge ManagementProcess ImprovementContent StrategyInformation MappingProcess Mapping

Soft Skills

Strong Organizational SkillsAttention to DetailIndependent Work

Tools & Technologies

Microsoft SharePointMicrosoft WordMicrosoft TeamsCoPilot

Certifications & Qualifications

Knowledge Management CertificationInformation Mapping Certification

Industry Keywords

Financial ServicesBranch OperationsMember Service CenterRFS OperationsRegulatory Compliance

About the role

Key responsibilities & impact

Directs and manages the research, development, governance, and communication of operational knowledge content across Member Service Center (MSC), Branch Administration, and RFS business lines
Provides leadership for large-scale, cross-functional initiatives requiring knowledge content development and change enablement support
Serves as system owner and administrator for the RFS Knowledge Center and RFS Chatbot
Champion a user-centric approach to knowledge content design, ensuring content is intuitive, searchable, and aligned to how employees actually work
Lead, coach, and develop a team of technical writers to meet established standards for quality, consistency, and continuous improvement
Lead the development and execution of timebound RFS employee communications, ensuring clarity, accuracy, and alignment with organizational priorities
Maintain comprehensive and current expertise in credit union products, services, pricing, sales practices, and operational processes to inform high-quality, accurate documentation
Provide leadership and oversight for the documentation and communication strategy supporting new product and service launches, ensuring cross-functional alignment and holistic process integration
Establish and govern review cycles for all RFS documented content to ensure ongoing accuracy, relevance, and adherence to current practices
Use data and insights to continuously improve knowledge quality, accessibility, and impact
Partner with other RFS Training leaders to align documentation and job aids with current training strategies, driving operational effectiveness and employee performance
Provide critical feedback to operational and retail leaders and subject matter experts to support the creation and refinement of business process documentation
Partner with IT and Digital teams to integrate KM capabilities into employee-facing systems and workflows
Partner with Compliance, legal, and Risk teams as needed to ensure all published knowledge content meets regulatory requirements
Manage and prioritize multiple concurrent initiatives and projects, ensuring timely delivery and alignment with organizational objectives

Requirements

What you’ll need

Bachelor in Business Administration, Information Management, Communications, or Organizational Development
Formal training or certifications preferred in one or more of the following areas: Information Mapping (IMP); Knowledge Management (e.g., KM certification, CKM); Process improvement methodologies (Lean, Six Sigma); Change management (Prosci, ADKAR, or similar); or Content strategy, UX writing, or human-centered design
4+ years of experience in Knowledge management, Operations, Process Improvement, or related discipline, preferably within financial services
At least four years of experience with progressively increasing responsibility in financial institution operations preferred, or commensurate experience with policy/procedure development and administration
Proficiency in Microsoft SharePoint, Word, Teams, and CoPilot
Experience with process mapping or information mapping preferred
Successful achievement of certification in information mapping required within six months in the role
Strong organizational skills with strict attention to details and timeframes required
Able to work independently, handle a variety of tasks, and self-proof work
Branch, Member Service Center, or RFS Operations experience highly desired.

Benefits

Comp & perks

Short-term and long-term incentives
Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
401(k) plan with a 5% match
Employee Assistance Program (EAP)
Life and disability coverage
Voluntary cash benefits for accident, hospitalization and critical illness
Tuition Reimbursement
Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays