Leader Training, Knowledge & Communication, Sr Manager Contact Center

About the role
The Leader of Training, Knowledge & Communication is responsible for cultivating a culture of learning and implementing high-impact learning strategies to enhance business performance and accelerate associate development and engagement. This role will oversee the design, planning, implementation, and review of training, knowledge, and communication programs, ensuring alignment with the strategy and priorities of the Contact Center Shared Service organization supporting the KnitWell group of brands.

The impact you can have

• Develop and manage the roadmap of learning, knowledge, and communication programs/solutions, that support ever evolving business needs and ties to the talent and development of the Contact Center Shared Service team members and leaders.
• Develop and implement knowledge management & communication strategies and processes to ensure efficient knowledge sharing, retrieval, and utilization across the shared service organization.
• Assist in project management of contact center initiatives to proactively determine needs, resources, and communication that impacts learning and development of contact center agents.
• Utilize and Grow Learning Management System that encourages continued engagement across the contact center. Use this technology to also define career paths and help provide agents with growth opportunities.
• Identify needs as well as manage all Training, Knowledge, and Communication Software/ Applications and vendor relationships.
• Responsible for benchmarking training standards and applications across the training, knowledge, and communication industries to make recommendations and define long term process improvements, enhancements, and yearly goals.
• Collaborate with senior functional leaders and people business partners to assess ongoing and future training, knowledge and communication needs as well as effectiveness of established programs.
• Oversee all training strategies including research, design, and material development ensuring such programs achieve objectives and align with business priorities.
• Lead, inspire and manage the training, knowledge, and communication team including hiring, onboarding, performance management, coaching, development and succession planning of talent.
• Stay current on learning practices, trends and technology; ensure team stays relevant.
• Own annual budget for the Contact Center Shared Service Training, Knowledge, and Communication organization.

Youll bring to the role

• Bachelors degree and/or 7+ years experience in training and content development.
• Knowledge of development and design of learning programs, instructional design, and learning technology
• In-depth understanding of traditional and modern training methods; experience with various methodologies for remote learning.
• Embraces curiosity and navigates ambiguity, leveraging curiosity to gain clarity and path forward.
• Values diverse perspectives and understands the importance of leveraging others unique experiences and skills to accomplish goals.
• Ability to be agile in a fast-paced environment, while leading others through change efforts.
• Ability to influence across all levels of the organization.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brands discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back 6 local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities. *
• Medical, dental, vision insurance & 401(K)*
• Employee Assistance Program (EAP)
• Time off 6 paid time off & holidays*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position works in a hybrid model, with three days per week worked in the Etna Distribution Center office location in Pataskala, OH and two days per week worked remotely. NOTE: we are also open to considering a hybrid model from our Knoxville, TN location.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

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Location:Ascena Corp ETNA-ascena-Pataskala, OH 43062Position Type:Regular/Full time