Manager, Knowledge Solutions

1800 Duke St, Alexandria, VA 22314, USA

Req #1080

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 Manager, Knowledge Solutions is responsible for ensuring that the HR Knowledge Advisor Lead Specialists and team of advisors are the trusted resource for our members and customers as well as our internal partners. The Manager will drive team performance, foster a positive work environment, and ensure the successful execution of this member benefit as well as projects and initiatives in this area. This role manages the day to day of this member-facing team, including daily scheduling of HR Knowledge Advisor Lead Specialists and HR Knowledge Advisors, workforce management and planning, managing internal requests for HR expertise and reporting.

Responsibilities

Member Engagement and Retention

· Oversee a team providing member resources, strategic and proactive guidance, and support solutions for our varied audiences.

· Develop and implement member engagement strategies to enhance satisfaction with the member experience and continue to be a trusted, proactive resource.

· Collaborate with internal partners and service teams to identify and address members and customer needs.

· In partnership with the Director and Manager, Knowledge Operations, evaluate operational procedures to determine and assess membership strategies are competitive and staying current with the latest trends.

· Monitor member feedback, trends, and satisfaction metrics to drive continuous improvement

· Ensure timely and high-quality response to complex member inquiries and escalations.

Service Excellence

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

· Uses Workforce Management System (WFM), Customer Relationship Management (CRM) system, and other technology to report on metrics such as wait times, service level and number of interactions at various intervals, capacity planning, cost/benefit analysis, absenteeism, schedule adherence, etc. Analyzes data to make informed decisions about the staffing and operation of the HR Knowledge Center.

· Participates in efforts to collect and analyze data and metrics and help to continually improve processes.

· Works with the Director to understand performance issues related to quality; informs and partners with HR Knowledge Advisor Lead Specialists to address them with individual HR Knowledge Advisors; collaborates with Manager, Knowledge Operations and Sr. Training & Quality Specialist to customize training based on needs.

People Management

· Manage team performance, conducting regular coaching, performance reviews, and professional development.

· Provides training, coaching, and leadership to HR Knowledge Advisor Lead Specialists to help them successfully supervise HR Knowledge Advisors

· Participates in the recruitment process for HR Knowledge Advisor Leads, HR Knowledge Advisors, and other roles as requested.

• Works with the other Knowledge Center Operations Manager and HR Knowledge Advisor Lead Specialists to set goals and coach HR Knowledge Advisors who have performance issues.

Education & Experience Requirements

Education:

• High School Diploma or equivalent required

• Bachelor’s degree in business, human resources and/or operations management or a related field preferred.

Experience:

• 5-8 years of HR experience in a people manager role.

• A minimum five (5) years of progressive experience in operations, contact center or knowledge management

• Demonstrated strong public speaking and presentation skills.

• Demonstrated ability to articulate workplace and HR trends with diverse audiences.

• 5+ years of customer-facing management experience preferred.

• Proven track record of team leadership and performance optimization preferred.

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

Knowledge, Skills & Abilities

• Demonstrated strategic thinking and customer orientation

• Strong collaboration, leadership, and team engagement skills.

• Strong communication and interpersonal skills

• Advanced problem-solving and strategic thinking capabilities

• Demonstrated commitment to customer service and an ability to create innovative solutions to meet member needs.

• Ability to model excellence in customer service and hold staff to a very high standard.

• Resourceful, diplomatic, and focused on the day-to-day Human Resource practice needs of members.

• Data analysis and reporting capabilities.

• Ability to understand and utilize various systems (Customer Relationship Management, Automatic Call Distributor, Workforce Management, Training and Quality Assurance.

• Highly organized, ability to prioritize and execute tasks independently.

• Offer valuable input for operational improvements.

• Ability to work in a team-oriented environment 

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 $100,000 to $125,000 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

Apply Now

• 1800 Duke St, Alexandria, VA 22314, USA