Director, Knowledge Community & Operations

1800 Duke St, Alexandria, VA 22314, USA

Req #1077

Tuesday, March 11, 2025

SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today’s evolving workplaces.  With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

Summary

The Director of Knowledge Community and Operations is responsible for leading and optimizing all aspects of knowledge community operations while driving strategic initiatives to enhance the member experience, operational efficiency, and business performance. This leadership role combines human resources and operations experience with a strategic vision to deliver exceptional member services at scale while positioning this team as a trusted HR resource for members as well as internal partners. This role will ensure strategy alignment focused on our audience segments especially HR professionals, Executive, Enterprise by increasing awareness of this member benefit and explore options with other untapped audiences. Additionally, this position will collaborate and align with internal partners including Thought Leadership, Content, External Affairs and Membership to enhance and update knowledge management to be shared with members.

Responsibilities

Strategic Leadership & Innovation

• Position the Knowledge Community Team as a proactive, trusted source for content, resources and solutions for workplace issues for members as well as internal partners.

• Ensure structure alignment focused on our audience centric strategy focused on HR professionals, HR Executive, Enterprise members.

• Drive collaboration and alignment with internal partners including Thought Leadership, Content, External Affairs and Membership to enhance and update knowledge management to be shared with members.

• Optimize the Knowledge Center into an efficient and valuable organizational resource embracing workforce management including utilizing Customer Experience, technology and artificial intelligence.

• Develop and execute long-term strategic plans aligned with organizational objectives.

• Serve as a liaison between the team and senior management, ensuring alignment and understanding of organizational goals and priorities.

• Lead change management initiatives and process improvement programs across the center.

• Develops and leverages workforce staffing models allowing flexibility in serving our customers and the ability to pilot various programs in support of membership retention, B2B and growth opportunities

• Manage departmental budget and resource allocation.

Continuous Improvement & Reporting

• Establish, monitor, and optimize key performance metrics and service level. Develops data-reporting mechanisms for use by internal partners throughout the organization.

• Utilize data analytics tools to assess membership trends and identify areas for improvement.

• Drive technology adoption and digital transformation for contact center platform implementations, automation and self-service solutions.

• Sets goals and metrics for the service to ensure achievement of operational goals, member satisfaction, and other performance measures.

• Ensure consistent service delivery across varies channels.

• Manage knowledge base and documentation systems.

Quality & Customer Experience

• Evaluate operational procedures to determine and assess membership strategies are competitive and staying current with the latest trends.

• Establish and maintain quality assurance and training programs for team.

• Monitor and enhance customer satisfaction metrics including continuing to review and update voice of customer program.

• Prepare and present regular reports on team performance, project status, and other key metrics to senior leaders.

Leader Coaching and Development

• Provide leadership direction, development, and performance coaching for assigned field team to ensure effective and efficient operations.

• Identify and address skill gaps within the team, facilitating training and development programs as needed.

• Set clear performance expectations and goals and monitor progress to ensure team objectives are met or exceeded.

• Conduct regular team meetings and one-on-one sessions to provide feedback, support, and guidance.

• Ensure that all team outputs meet the highest standards of quality and excellence.

• Foster open and effective communication within the team and with other departments.

Education & Experience Requirements

Education:

• Bachelor’s degree in business, human resources or a related field or equivalent relevant work experience and training.

Experience:

• At least 10 years of professional experience in a managerial/leadership role in human resources and/or business management.

• 7-10 years of work-related experience in an association, non-profit organization, or business managing client relationships and/or service delivery and/or overall managerial experience.

• Experience developing and executing a plan with a proven track record of leading others in cross-functional teams.

• 5 years of business operations managing transformation and change management preferred.

• Experience working with B2C, B2B environment with, members and customers preferred.

• Familiarity with source materials in the field of Human Resource Management preferred.

• Working knowledge of Customer Relationship Management (CRM) and Workforce Management System (WFM) preferred.

• Ability to understand current and anticipate future Human Resource content needs, and to act swiftly to provide practical, thorough, quality content in coordination with the content teams preferred.

• Experience managing a diverse professional staff preferred.

Knowledge, Skills & Abilities

• Ability to gain a thorough understanding of SHRM membership, products, and services and to collaborate closely with internal stakeholders who have delivery responsibility for SHRM offerings. Ability to bundle these offerings in impactful and value-added ways to address SHRM’s clients’ organizational needs.

• External Trusted Advisor, Internal Team Leader - Excellent member and customer service focus with the ability to influence and/or persuade stakeholders. Must be diplomatic, team-oriented, and sensitive to the needs of members and staff to work across a large organization, secure resources, build relationships and identify opportunities is essential.

• Proficient understanding and use of performance metrics and data analytics, including ability to determine and secure opportunities for membership renewal and acquisition, growth in SHRM products and strategic business objectives.

• Excellent proactive oral and written communication and interpersonal skills, including experience and success in giving and developing high quality, engaging public presentations, speaking activities including the ability to articulate workplace and HR trends with diverse audiences.

• Agile, Accountable - Demonstrated ability to execute on strategic objectives and goals, meet deadlines and work independently, and possess strong organizational skills. Ability to simultaneously coordinate a variety of complex projects and work within activity program deadlines is needed.

• Proven results in managing projects and stakeholder management. Proactive and creative approaches to problem solving are required. The ability to simultaneously coordinate a variety of complex projects and work within activity program deadlines is needed.

• Demonstrated ability to execute strategic objectives and goals, meet deadlines, multitask, work independently, and possess strong organizational skills.

• Ability to work within a team environment and across teams successfully and timely to deliver to internal and external customers at all levels.

• Proficiency in using various software programs including Microsoft Office Suite, SharePoint, or similar CRM software, NetSuite, Salesforce, and Data Warehouse.

• Ability to work effectively in an office and virtual environment with colleagues, members, and volunteer leaders.

Certifications

• SHRM-Certified Professional (SHRM-CP) or SHRM-Senior Certified Professional (SHRM-SCP) required.

Physical Requirements

This position operates in a typical office environment and requires the ability to perform essential job functions with or without reasonable accommodation. Physical requirements may include:

• Prolonged periods of sitting at a desk and working on a computer.

• Frequent use of hands and fingers for typing, handling documents, and using office equipment.

• Occasional standing, walking, bending, and reaching.

• Ability to lift and carry up to 30 pounds as needed.

• Clear verbal and written communication skills for effective interaction with colleagues and stakeholders.

Work Environment

Hybrid Position (3 Days In-Office, 2 Days Remote):

• This position follows a hybrid work schedule, requiring in-office presence [three days per week] and remote work [two days per week]. Core work hours will be designated by the department. The office environment includes a standard workstation setup with collaborative spaces, while remote work requires a reliable high-speed internet connection and a suitable home workspace. Employees must maintain availability during standard business hours and adhere to company policies for both in-office and remote work.

Travel: 0 – 10%

#LI-Hybrid

The hiring range for this position is $125,000 to $150,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

• Job Family 00 - Knowledge Center

• Job Function 00 - Primary

• Pay Type Salary

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• 1800 Duke St, Alexandria, VA 22314, USA