Manager, Knowledge, Training and Support

Overview

POSITION TITLE: Manager, Knowledge, Training and Support

REPORTS TO: Director, Systems Strategy and Knowledge

SUPERVISION EXERCISED: Knowledge, Training and Support Specialist

LOCATION: New York City, or anywhere ADL has an office.

Grade/Class: Grade E, Exempt, PSA Eligible

ABOUT THE ORGANIZATION 

ADL is the leading anti-hate organization in the world. Founded in 1913, its timeless mission is “to stop the defamation of the Jewish people and to secure justice and fair treatment to all.” Today, ADL continues to fight all forms of antisemitism and bias, using innovation and partnerships to drive impact. A global leader in combating antisemitism, countering extremism and battling bigotry wherever and whenever it happens, ADL works to protect democracy and ensure a just and inclusive society for all. 

PRIMARY FUNCTION

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

Primary: 

Learning Program Design and Management

• Design, oversee, and project manage a comprehensive training and support program for Development systems and processes, promoting continuous learning and facilitating smooth adoption across the Development department.
• Provide direct supervision and mentorship to the Knowledge, Training, and Support Specialist, collaborating with and guiding their work on training content development, support efforts, and program delivery.
• Partner with IT to streamline the service model and support channels, ensuring responsive service and efficient issue resolution for all Development staff.
• Integrate systems training into new employee onboarding in collaboration with cross-functional teams, ensuring effective tool usage and business processes.
• Implement a learning management system to distribute trainings, and monitor completion and effectiveness, providing insights for ongoing improvement.
• Adapt training programs to accommodate remote learning, ensuring accessibility for all participants.

Knowledge Management Initiative

• Project manage and collaborate with assigned subject matter experts to facilitate ongoing content updates and maintenance of Standard Operating Procedures (SOPs) for all ADL Development systems and processes.

Change Communication Strategies

• Collaborate to develop and implement change management strategies that guide staff through system and process updates, enhancing adaptability and reducing transition challenges.
• Ensure change communications are clear and timely, keeping all stakeholders informed and prepared for new processes.

Qualifications

Skills:

• 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, with the ability to present information clearly and effectively to diverse audiences.
• Strong analytical skills to assess training effectiveness and user engagement.
• Commitment to high standards of knowledge management and continuous improvement.

Experience:

• 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.

Education:

•  Bachelor’s degree or equivalent professional experience.

Work Environment:  

• ADL is a hybrid environment. This role may require 3 days in person.

Compensation: 

• This position has a salary range of $46,000 to $81,000. This salary range is reflective of a position based in New York, New York. Please note that actual salaries are commensurate with experience and reflect the budget for a given position, and since ADL has a location-based compensation structure, there may be a different range for candidates in other locations. For an overview of our total rewards package, please visit https://www.adl.org/about/careers.

ADL values a diverse workplace and strongly encourages women, people of color, LGBTQ individuals, people with disabilities, members of underrepresented ethnic groups, foreign-

born residents, and veterans to apply. ADL is an equal opportunity employer. Recruitment, hiring, promotions and other terms, conditions and privileges of employment shall be maintained in a manner which does not discriminate on the basis of age, race, creed, religion, color, national origin, sex, sexual orientation, gender expression, marital status, physical or mental disability, veteran status, or military status, or in violation of any

applicable Federal, state or local laws.

ADL will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions,

and to receive other benefits and privileges of employment. For individuals with disabilities who would like to request an accommodation to support the interview process, please contact People & Culture at talentacquisition@adl.org.

ADL will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable State, Local, and Federal laws.

The information in this job description indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job, nor is it to be interpreted as a contract for Employment.

Salary : $46,000 - $81,000