Learning and Development

• 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
• 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
• Perform other duties as assigned, consistent with the scope and responsibilities of the role.

Manager, Knowledge Management

• Develop and maintain comprehensive training modules incorporating federal agency-based content for federal programs
• Conduct monthly SMS Information Briefs (SIBs) via Microsoft Teams to keep facility managers and federal staff updated on developments
• Create and update self-directed training content, ensuring alignment with current agencies' manuals
• Maintain communication with stakeholders through distribution lists and coordinate regular training sessions
• Monitor and incorporate system updates, policy changes, and helpdesk FAQs into training materials
• Prepare and deliver monthly briefings that are concise, relevant, and valuable to the target audience
• Maintain and update training documentation to reflect current versions and federal agency requirements
• Track participation, gather feedback, and analyze training effectiveness to improve program delivery
• Coordinate with teams to ensure training content accuracy and relevance

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Manager, Knowledge Management

Enterprise Training Manager