(USA) Manager II, Learning and Development

This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary. 

Essential Functions 

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation. 

Provides supervision and development opportunities for the team which creates and provides solutions for Online Content & Communications through associate feedback and queue requests from product owners and stakeholders / partners for all Care Lines of Business. The team supports all Internal Knowledge Management content and communications as well as External facing content on the Walmart.com / App Help Center.  

Manages the design and development of online knowledge base, help center, transactional emails and internal associate communications; identifying end user content needs; ensuring conceptualized technical information is translated into accurate and concise performance support solutions, facilitating meetings with project teams to analyze, plan, design, develop, and implement online content & communication deliverables; organizing timelines for deliverables to be completed; providing corrective action plans, reporting results, and deliverables to supervisors and stakeholders; and evaluating content feedback against established benchmarks to ensure effectiveness 

Implements content development standards and governance by adhering to governance processes for content development and maintenance; communicating standardized knowledge base processes to key business partners in order to ensure operational continuity; identifying opportunities to replicate best practices and processes; making recommendations for process, organization, and authoring approaches; providing process definition and management to the organization; ensuring leadership and implementation teams have necessary information; and managing the internal control assessment and remediation approach; ensure the online performance support provided to both associates and customers is easy to use and drives quickest path to resolution.  

Manages online content by auditing existing content; reviewing and editing final drafts; adapting content to changing audience needs; collaborating with subject matter experts; determining operating parameters; aligning content with business goals and initiatives; maintaining consistency through quality control measures; and providing project status updates to stakeholders. 

Manages and supports the evolvement of the knowledge management, taxonomy, and content structure by conducting research on knowledge management methodologies; identifying knowledge and usage gaps, developing best practice approaches and ensuring integration, and collaborating with internal customers to maintain high quality, up-to-date, and searchable content for audiences of varying skill levels.  

Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. 

Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices. 

Works effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services. 

Competencies 

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position. 

Customer/Member Centered: Focus on the Customer/Member - Reviews customer/member-focused data and adjusts performance to address findings. Promotes and supports associate efforts to exceed customer/member expectations. Informs associates on how to identify and locate resources to meet the diverse needs of customers/members. 

Judgment: Use Appropriate Judgment - Identifies, reviews, and applies policies and procedures to make informed judgments. Identifies and uses facts, information, and expertise to set priorities and make informed decisions. Uses data and evidence to determine the causes of problems and develop solutions to address them. 

Execution and Results: Manage Execution and Results - Holds associates accountable for completing work within expectations and time requirements. Plans and manages own and others' time, based on business priorities, and follows up to ensure all work requirements are completed in a timely and accurate manner. Identifies and obtains the resources needed to complete projects. Encourages associates to strive for excellence, efficiency, and quality in work practices. 

Planning and Improvement: Plan and Pursue Team-Based Improvement - Coordinates and aligns planning with organizational initiatives and direction. Looks at work plans and makes changes, as needed, to achieve team or work group objectives. Sets realistic timelines for goal accomplishment. Improves work processes and practices to increase performance and results. 

Influence and Communicate: Increase Commitment - Promotes ideas and links them to business needs and benefits. Builds trusting, cooperative relationships and alliances with others, inside and outside of the organization. Effectively communicates clear, up-to-date information on business plans and priorities (for example, change initiatives). Shares experience and ideas with associates across the organization. 

Ethics and Compliance: Manage Ethics and Compliance - Instructs associates on how to act in accordance with policies and procedures and supports their efforts in doing so. Ensures associates demonstrate the highest standards of integrity and ethics in work situations. Corrects ethical and compliance issues, enforcing compliance and administering appropriate consequences as needed. 

Adaptability: Quickly Adapt - Demonstrates creativity and strength in the face of change, obstacles, and adversity. Adapts to competing demands and shifting priorities. Updates knowledge and skills to handle new complexities, challenges, and responsibilities. Seeks exposure to new ideas and perspectives. Helps associates adjust to and develop the capabilities needed to implement organizational change initiatives. 

Talent: Supervise Associates - Provides specific, honest, accurate, and timely feedback on associate performance. Assigns tasks to associates that fit their skill levels and maximize team performance. Uses people processes (for example, selection, development, performance evaluation) to ensure effective associate performance. Recruits and hires the associates needed to meet business requirements. Teaches, guides, and assists in the development of associates. 

Physical Activities 

The following physical activities are necessary to perform one or more essential functions of this position. 

Observes associate, customer, or supplier behavior. Enters and locates information on computer. 

Presents information to small or large groups and individuals. 

Communicates effectively in person or by using telecommunications equipment. 

Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or computer. Visually verifies information, often in small print. 

Reads information, often in small print. 

Travel 

Traveling is necessary to perform one or more essential functions of this position. 

Travels internationally to and from multiple facilities or work-sites requiring extended overnight stays. 

Entry Requirements 

Minimum Qualifications 

Bachelor’s degree in Business, Human Resources, Communications, Education, or related field and 2 years’ experience in knowledge management or adult learning, knowledge base or training content development, or related area OR 4 years’ experience in knowledge management or adult learning, knowledge base or training content development, or related area. 

Preferred Qualifications 

Master’s degree in Learning and Development, Human Resources, or related field. 

1 year’s experience leading cross-functional teams. 

2 years’ project management experience. 

2 years’ experience in knowledge base management. 

Project Management certification. 

Six Sigma certification.