Training and Knowledge Manager, PHIEA

Are you a training and knowledge management leader who knows how to turn complex information into clear, useful learning and resources? Pennie® is looking for a Training and Knowledge Manager to lead training and knowledge management for our fully remote Contact Center workforce. 
In this newly created role, you will lead a team of training and documentation professionals, shape how our customer-facing teams learn, and help ensure the information they rely on is accurate, complete, and easy to use. You will play an important role in preparing our teams for Open Enrollment and throughout the year - helping employees build the knowledge they need to confidently serve Pennsylvanians. 
If you enjoy developing people, improving how employees learn, and making complex information easier to understand, we want to hear from you!

As the Training and Knowledge Manager, you will lead Pennie’s operational training and knowledge management programs for our fully remote Contact Center workforce. You will help make sure our employees have the training, tools, and information they need to confidently serve Pennsylvanians.

In this role, you will:

• Lead and develop our people and training programs. You will coach and guide a team of training and knowledge management professionals while overseeing new-hire onboarding, ongoing professional development, system and compliance training, virtual instructor-led training, self-paced learning, and Open Enrollment readiness.
• Keep our knowledge accurate, useful, and current. You will lead Pennie’s Contact Center Knowledge Management Program and work closely with Policy, IT, HR, and other teams to make sure regulatory, policy, system, and process changes are reflected accurately in training and knowledge resources. The content your team manages will also help create a consistent foundation for information shared across Pennie’s consumer-facing channels.
• Make sure our learning works. You will shape virtual learning for our remote workforce, manage LMS content and learning records, and use assessments, quality findings, performance data, and feedback to identify knowledge gaps and improve curriculum and learning resources.

Your work will help ensure our customer service representatives develop and retain strong program knowledge and have clear, accurate information they can rely on when helping consumers.
We are looking for an adaptable, collaborative leader who can manage competing priorities, develop others, and build strong relationships across teams.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $110,005.00 (before taxes). 
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Five years of professional experience in training and development, learning and development, organizational development, knowledge management, content governance, training program management, contact center operations, or a closely related field, including professional experience developing, implementing, or managing employee training, learning and development, or workforce development programs; and
• A bachelor’s degree (or an equivalent combination of education and experience in lieu of a bachelor’s degree).

Additional Requirements:

• You must have professional experience leading or supervising professional staff, including coaching and performance management.
• You must have professional experience developing curricula for adult learners using adult learning and instructional design principles.
• You must have professional experience developing, delivering, or managing virtual instructor-led training programs.
• You must have professional experience administering or managing training content within a learning management system (LMS).
• You must have professional experience developing, managing, or providing oversight of knowledge management, content governance, or a comparable content-management function.
• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform all essential job functions as listed below:
  • Communicate effectively verbally and in writing
  • Translate complex regulatory requirements and operational policies into clear reference and training materials including learning resources and knowledge artifacts  
  • Supervise a team and maintain effective working relationships 
  • Use Articulate, the Commonwealth LMS, MS Forms, and other tools available to develop operational trainings
  • Uses standard office equipment and computer software such as a laptop, MS Teams, and MS Office suite
    Analyze, organize, and record data and data reports to make recommendations for best practices and identify learning opportunities.
  • Handle multiple assignments with conflicting priorities or demands
  • Maintain accurate transcripts and records of individual employee training completion, assessment scores, and knowledge retention metrics
  • Facilitate workshops, simulations, and interactive learning exercises to reinforce training concepts
  • Occasionally travel to headquarters office to attend or conduct meetings, trainings, summits, and/or conferences

Preferred Qualifications (not required):

• Experience developing or managing training programs for a remote, high-volume operational workforce, such as contact center, healthcare, insurance, financial services, or government operations
• Experience developing or overseeing asynchronous, self-paced, or eLearning content
• Experience managing or governing core program content used across multiple consumer-facing channels, such as contact centers, websites, training programs, or self-service tools
• Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.  
• All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.