Manager, Knowledge Management

Profile

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, *WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

As part of the Contact Center Operations Department, is responsible for the design and development of content, including format and delivery, for TriWest’s contact center operations. Oversees and facilitates all TriWest's content platforms, to include TriWest's knowledge management system. Is responsible for using a systems management approach for developing high-quality, cost-effective content solutions to meet specific business needs and goals of the organization and enable a high performance workforce.

Education & Experience

Required:

• Must have U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• Bachelor's Degree in e-Learning Technologies, Training & Development, Business Management, Education, Communication, or related field; or equivalent experience, to include any combination of education and experience
• 5 years of technical writing and development, design, delivery, and/or management of knowledge management content in a corporate environment
• 2+ years in a supervisor or leadership role
• Experience using a recognized content management development tool(s)
• Experience in all phases of the design, development, implementation, facilitation, measurement and evaluation and delivery of technical and non-technical programs using appropriate adult learning theories
  
  

Preferred

• Masters Degree in Business Management, e-Learning technologies, Education or related field
• Knowledge of e-Learning course development
• Knowledge of live online technologies, and course development for live online delivery
• Experience with Adobe development tools, to include Flash and other multimedia development tools
  
  

Key Responsibilities

• Performs work under the general supervision of the Director, Customer Service.
• Implements the use of content management technology.
• Manages effective relationships with internal and external customers.
• Consults with all levels of management on their knowledge management needs to determine the best development and delivery solution that meets the client's needs and timeline, is cost efficient, and ensures TriWest's high-quality standards are met.
• Implements the use of job/task analysis tools.
• Manage and develop company-wide knowledge management tools, expectations, and measurements that built employee competencies to support a high performance workforce.
• Will use a systems management approach for developing high-quality, cost-effective training solutions to meet specific business needs of TriWest.
• Manages a team of Content Specialists who build and maintain program content, job specific processes and procedures.
• Ensure all programs developed comply with educational theories instructional design, adult learning theories and technological capabilities of the e-learning classroom.
• Ensures that programs offered are current with regard to TriWest procedures, policies and practices and are in accordance with DOD policies and contract provisions.
• Researches alternative approaches to serve our client training needs with faster response time and lower costs (e.g., just-in-time training modules, self-managed learning).
• Performs other duties as assigned.
• Regular and reliable attendance is required.
  
  

Competencies

Coaching / Training / Mentoring: Actively foster actions required for desired business outcomes through ongoing constructive feedback.

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Leadership: Successfully manage different styles of employees; provide clear direction and effective coaching.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Technical Skills: Knowledge of the operation of a knowledge management system, including applicable technology, delivery methods, and oversight.

Working Conditions

Working Conditions

• Ability to cover any work shift
• Ability to work overtime, if needed
• Onsite: Works within a standard office environment
• Remote: Private and secure workspace and work station with high speed internet is required
• Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone
  
  

Company Overview

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time
  
  

*Annual base salary for Colorado, Hawaii, Washington D.C. and Washington State residents: Approx. $119,000 depending on experience*

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.