Senior Knowledge Manager

Tranzact•Tampa, FL

About The Position

The Senior Knowledge Manager is a senior leader responsible for the strategy, design, execution, and continuous improvement of all training initiatives across the Member Care organization. This role owns training outcomes and directly impacts customer experience, compliance readiness, partner satisfaction, and sales and service performance. The Member Care organization supports multiple verticals including: POSO (Point of Sale Onboarding) IBCS (Inbound Customer Service) LMCR (Licensed Member Care Representatives) Tandem (Client Partnership Programs) Client Outreach & Resolution This role will initially manage one dedicated training resource and is expected to scale the training team over time, particularly in preparation for Annual Enrollment Period (AEP) and Open Enrollment Period (OEP). The manager is responsible for identifying staffing needs, building scalable training capacity, and ensuring readiness for peak volume periods. Be the subject matter expert in their area of expertise and maintain knowledge of current systems and carrier requirements. The manager will take a proactive, analytical, and forward-looking approach to training, embracing continuous testing, iteration, and optimization of BAU processes while partnering closely and supporting Quality, QA, Member Care, and Member Experience teams.

Requirements

Bachelor’s degree or equivalent work experience.
5+ years of experience in training, learning & development, or related field.
1+ years of experience supporting Annual Enrollment Period (AEP), Open Enrollment Period (OEP), or other seasonal, high-volume operational cycles.
Ability to manage competing priorities, tight timelines, and peak volume periods while maintaining high standards of quality and execution.
Strong presentation and facilitation skills, including executive-level communication and partner-facing training delivery.
Strategic thinker with a hands-on, execution-oriented mindset.
Highly organized, detail-oriented, and proactive in anticipating business needs.
Comfortable operating as a single owner with accountability for outcomes.
Data-driven decision-maker with a continuous improvement mindset.
Trusted partner who can influence without direct authority.

Nice To Haves

Experience building or scaling training programs for licensed or certified roles (e.g., licensed agents, regulated customer support).
Experience with Learning Management Systems (LMS), training analytics tools, and workforce enablement platforms a plus.
Familiarity with CMS guidelines, carrier requirements, or healthcare-related regulatory frameworks

Responsibilities

Own the end-to-end training lifecycle across Member Care, including needs analysis, design, development, approval, delivery, revision, and effectiveness measurement.
Develop and execute a comprehensive training strategy aligned to business goals, regulatory requirements, partner expectations, and customer experience standards.
Serve as the single-threaded owner for training timelines, deliverables, and outcomes across all Member Care verticals.
Manage all training requests and requirements, ensuring timely delivery and appropriate prioritization.
Directly manage and develop training resources, starting with one direct report, and scaling a larger team as business needs expand.
Define training roles, responsibilities, and coverage models to support BAU operations and peak enrollment periods (AEP/OEP).
Coach, mentor, and performance-manage training team members to ensure consistent, high-quality execution.
Build a flexible, scalable training organization capable of supporting growth, new products, and expanded partner programs.
Analyze performance data, quality insights, customer feedback, compliance findings, and operational metrics to proactively identify training gaps and improvement opportunities.
Translate business needs, process changes, and performance trends into effective and scalable training solutions.
Support continuous improvement initiatives through testing, launching, refining, and standardizing training tied to BAU processes.
Design and develop engaging, effective training materials across multiple formats (live instructor-led, virtual, self-paced, certifications, job aids, and playbooks).
Deliver training for new hires, upskilling, cross-training, leadership development, process changes, compliance requirements, and partner-specific programs.
Ensure training materials remain current, accurate, compliant, and aligned with evolving carrier, CMS, and regulatory standards.
Manage the training calendar, scheduling all required and ad hoc training activities.
Serve as a key partner to the Quality, Member Care, and Member Experience teams, aligning training initiatives to quality standards, performance insights, and customer experience goals.
Receive strategic direction, findings, and priorities from Quality, Member Care, and Member Experience leaders and translate those insights into targeted training and reinforcement plans.
Proactively address root causes of performance gaps through training, coaching enablement, and process reinforcement.
Support quality initiatives and outcomes without directly owning quality scoring, audits, or monitoring.
Build strong relationships with internal leaders and external carrier partners to ensure training aligns with expectations and contractual requirements.
Serve as a subject matter expert (SME) across Member Care verticals or effectively partner with business SMEs to close knowledge gaps.
Balance competing priorities while maintaining focus on risk mitigation, compliance, and business impact.