Manager of Knowledge and Instructional Design

Suncoast Credit Union•Tampa, FL

10d•Hybrid

About The Position

The Manager of Knowledge and Instructional Design leads the Knowledge Management, Instructional Design, and Instructional Development teams, overseeing operational planning, project delivery, resource management, quality assurance, and employee development. This role serves as a critical connector between people, processes, and performance, partnering closely with back-office business units, frontline operations teams, and training delivery functions to identify needs, align priorities, and implement effective knowledge and learning solutions. The manager oversees the lifecycle of knowledge assets, training content, and performance support resources, ensuring they are accurate, compliant, accessible, and aligned with organizational goals. Additionally, the role drives cross-functional collaboration, leverages technology and digital support tools to enhance the employee experience, monitors team and operational performance, and continuously improves processes, tools, and practices to support organizational effectiveness and success.

Requirements

Bachelor's degree in education, instructional design, organizational development, communications, knowledge Management, or a related field (An equivalent combination of education, training, and relevant experience may be considered)
Minimum of 5 years of experience in knowledge management, training, instructional design, learning development, or a related discipline
Minimum of 5 years of leadership experience
Demonstrated experience leading teams, multiple projects, competing priorities, resource planning, workload prioritization, and employee development in a fast-paced environment
Experience partnering with operational business units and subject matter experts to identify needs, influence outcomes, improve processes, and deliver knowledge, learning, or performance-support solutions
Working knowledge of instructional design methodologies, adult learning principles, knowledge management practices, content governance, operational workflows, and process improvement methods
Strong leadership, coaching, consulting, relationship-building, planning, and project management skills
Ability to balance multiple priorities, maintain quality and service standards, use data to guide decisions, and communicate effectively across business areas and leadership levels
Proficiency with content management systems, knowledge repositories, learning technologies, reporting tools, and Microsoft 365 applications
Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
Ability to analyze and resolve complex problems or situations
Ability to positively influence others regarding policies, practices, and procedures
Strong knowledge and understanding of credit union products, services, policies, and procedures
Strong knowledge and understanding of regulatory compliance
Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Nice To Haves

Experience in financial services or frontline operations, including knowledge of credit union products, services, policies, and procedures, is preferred

Responsibilities

Lead, coach, and develop the Knowledge Management, Instructional Design, and Instructional Development team members, establishing clear expectations, accountability, development plans, and performance standards
Oversee daily operations, including work intake, prioritization, assignments, workload balancing, resource allocation, capacity planning, service levels, timelines, and quality assurance
Translate departmental strategy, roadmaps, and organizational priorities into actionable team plans, operational goals, and measurable deliverables
Oversee the full lifecycle of knowledge assets, learning solutions, operational content, and performance support resources from analysis and design through implementation, evaluation, maintenance, and retirement
Ensure deliverables are accurate, consistent, accessible, compliant, effective, and aligned with established knowledge management, instructional design, and organizational standards
Review and approve operational content, training materials, eLearning, job aids, videos, guides, and related resources for quality, usability, adoption, and effectiveness
Serve as the primary partner for business units and project managers seeking knowledge or learning solutions, consulting on operational challenges, performance gaps, requirements, timelines, priorities, and expected outcomes
Coordinate collaboration among business partners, subject matter experts, project teams, and department leadership to resolve gaps and support organizational changes through clear planning, communication, and implementation
Support AI-enabled and digital support tools through content strategy, governance, testing, automation, and continuous improvement to promote accurate, compliant, and accessible employee support
Monitor operational metrics, team performance, project delivery, content health, learning effectiveness, service levels, and adoption; provide recurring reports, dashboards, insights, and recommendations to leadership
Identify and implement improvements to processes, workflows, templates, tools, user experiences, and operating practices that increase efficiency, consistency, accessibility, and digital adoption
Support workforce and succession planning, recruitment, onboarding, retention, cross-training, knowledge sharing, resource forecasting, budget planning, and cross-functional initiatives
Identify and address delivery, resource, quality, compliance, or team-performance risks; resolve barriers and recommend adjustments to methods, procedures, priorities, or resources
Maintain knowledge of relevant industry trends, learning technologies, instructional design practices, knowledge management methodologies, policies, regulations, and required training
Review and recommend new methods or procedures to make daily operations more efficient
Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
Set goals for assigned teams to achieve operational and strategic results
Provide guidance, mentoring, and development opportunities for directly reporting staff
Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
Assist with the development, monitoring, and maintenance of the annual budget
Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
Attend educational events to increase professional knowledge
Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs