Manager, Knowledge, Training and Support

$46,000 - $81,000/Yr

Anti-Defamation League - New York, NY

Full-time - Manager

New York, NY

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Manager, Knowledge, Training, and Support plays a transformational role in ADL's Development Division by designing and leading a comprehensive training and support program that drives effective adoption of digital systems and development processes in support of evolving organizational needs. With a focus on centralizing organizational information and enhancing accessibility, the Manager leads knowledge management initiatives and collaborates across departments to ensure that training content and strategies align with user needs and organizational goals. This role integrates change management principles to support staff through system updates and process changes, fostering a culture of continuous learning. The Manager drives the creation of targeted training, knowledge, and support models to empower staff to fully utilize development tools, streamline processes, and maximize operational efficiency.

Responsibilities

• Design, oversee, and project manage a comprehensive training and support program for Development systems and processes.
• Provide direct supervision and mentorship to the Knowledge, Training, and Support Specialist.
• Partner with IT to streamline the service model and support channels.
• Integrate systems training into new employee onboarding.
• Implement a learning management system to distribute trainings and monitor completion and effectiveness.
• Adapt training programs to accommodate remote learning.
• Project manage and collaborate with assigned subject matter experts to facilitate ongoing content updates and maintenance of Standard Operating Procedures (SOPs).
• Collaborate to develop and implement change management strategies.
• Ensure change communications are clear and timely.

Requirements

• Strong project management skills with a proven ability to design and implement effective learning programs.
• Advanced proficiency in learning management systems and training delivery.
• Excellent communication and interpersonal skills.
• Strong analytical skills to assess training effectiveness and user engagement.
• Commitment to high standards of knowledge management and continuous improvement.
• Demonstrated experience in designing and managing training programs for various digital tools and systems.
• Proven ability to collaborate cross-functionally and drive initiatives that enhance operational efficiency and user experience.
• Experience leading teams and providing mentorship in a training or support capacity.
• Progressive experience in training, knowledge management, or organizational development, preferably within a nonprofit environment.
• Bachelor's degree or equivalent professional experience.

Benefits

• Salary range of $46,000 to $81,000, commensurate with experience.
• Hybrid work environment, requiring 3 days in person.