•    Build and maintain Standard Operating Procedures, job aids, and knowledge-base content that drive accurate, compliant execution across Global Operations.

•    Assess the nature of each content or change initiative and determine the most effective delivery method (e.g., facilitated training, self-paced eLearning, job aids, blended approaches), applying learning and development best practices and adult learning theory. 

•    Use eLearning authoring tools (e.g., Articulate 360 Storyline & Rise, Vyond, Camtasia, or similar) to build learning experiences that include assessments, interactive activities, animated videos, graphics and images, and text-based content. 

•    Design and develop learning materials for in-person, virtual, and hybrid formats, applying instructional design methodologies (e.g., ADDIE) to assess needs, design curriculum, and evaluate effectiveness. 

•    Deliver, monitor, and assess content and training effectiveness through learner performance, usage data, search success, and time-to-competency; utilize feedback to identify needed updates and continuously revise instructional objectives and methods. 

•    Own the documentation lifecycle: authoring standards, templates, taxonomy, versioning, review cadence, and retirement. 

•    Build and maintain curriculum within the LMS — course builds, learner paths, assignments, completions, and reporting. 

•    Translate system, policy, and process changes into clear, role-specific operational guidance. 

•    Partner with the Readiness & Delivery Specialist to deliver content on schedule for each release cycle and to align curriculum with release scope. 

•    Maintain knowledge-base information architecture (taxonomy, search effectiveness, content health) so frontline teams can find the right content fast. 

•    Govern content quality — accuracy, voice, structure, accessibility — through review cycles with Operations, Product, Risk, and Compliance SMEs. 

•    Perform additional duties as assigned to support organizational goals. 

•    Strong technical writing and instructional design skills, with the ability to translate complex systems and processes into clear, operationally usable content and curriculum. 

•    Ability to assess operational needs and objectives by conducting needs assessments, use various techniques for knowledge and skill building, and translate concepts into action in the context of learners' day-to-day work. 

•    Solid understanding of learning and development processes and practices for adults. 

•    Sound judgment in matching delivery method to content, audience, and type of change — grounded in learning and development best practices and adult learning theory. 

•    Ability to confidently facilitate in a variety of ways (off script, using analogies, examples, stories, etc.). 

•    At least 1 year of experience with learning content development tools such as Articulate 360 (including both Storyline and Rise), Vyond, and Camtasia. 

•    Working knowledge of documentation tooling, knowledge-base systems, and LMS platforms (e.g., Confluence, SharePoint, MadCap, Paligo, Docebo, Cornerstone, or similar) 

•    Strong content governance discipline — taxonomy, versioning, review cadence, lifecycle. 

•    Operational rigor — understands frontline execution, controls, and risk considerations. 

•    Learning agility — quickly absorbs new systems, rules, and workflows. 

•    Influence without authority — partners effectively with Operations leaders, Product, Engineering, Risk, and Compliance SMEs. 

•    Attention to detail — ensures accuracy in materials, controls, and messaging. 

•    Continuous improvement mindset — measures effectiveness, leverages feedback and evaluation data, and iterates content and instructional objectives accordingly.