Senior Knowledge Manager

TRANZACT is a leading direct-to-consumer insurance services business, specializing in the distribution of Medicare Advantage, Medicare Supplement and Life & Supplemental insurance policies. Our focus is on leveraging our highly skilled team of over 3,000 professionals to deliver innovative solutions for our insurance carrier partners and provide consumers with a best-in-class experience.

We work with some of America's largest insurance brands to attract, educate and connect with consumers. Our diverse team of analysts, writers, engineers, designers, business leads, data scientists and sales professionals all work together to create thoughtful, data-driven and effective marketing, technology, sales and servicing strategies. These efforts have resulted in TRANZACT earning recognition and winning awards from some of the biggest names in the industry.

When you become part of TRANZACT, you join a team of passionate people who push for excellence, follow through on commitments, and love to succeed together. Our culture rests on a simple principle - "Be Real" - that means being genuine, keeping your word, and having the courage to make tough decisions. Our "Be Real" values resonate and are meaningful to us.

We are entrepreneurial, fast paced and empower our people. We know how to make things happen and know that our people are always the source of our success.

Position Summary

The Senior Knowledge Manager is a senior leader responsible for the strategy, design, execution, and continuous improvement of all training initiatives across the Member Care organization. This role owns training outcomes and directly impacts customer experience, compliance readiness, partner satisfaction, and sales and service performance.

The Member Care organization supports multiple verticals including:

• POSO (Point of Sale Onboarding)
• IBCS (Inbound Customer Service)
• LMCR (Licensed Member Care Representatives)
• Tandem (Client Partnership Programs)
• Client Outreach & Resolution

This role will initially manage one dedicated training resource and is expected to scale the training team over time, particularly in preparation for Annual Enrollment Period (AEP) and Open Enrollment Period (OEP). The manager is responsible for identifying staffing needs, building scalable training capacity, and ensuring readiness for peak volume periods. Be the subject matter expert in their area of expertise and maintain knowledge of current systems and carrier requirements.

The manager will take a proactive, analytical, and forward-looking approach to training, embracing continuous testing, iteration, and optimization of BAU processes while partnering closely and supporting Quality, QA, Member Care, and Member Experience teams.

The Responsibilities for the Senior Knowledge Manager

Training Strategy & Ownership

• Own the end-to-end training lifecycle across Member Care, including needs analysis, design, development, approval, delivery, revision, and effectiveness measurement.
• Develop and execute a comprehensive training strategy aligned to business goals, regulatory requirements, partner expectations, and customer experience standards.
• Serve as the single-threaded owner for training timelines, deliverables, and outcomes across all Member Care verticals.
• Manage all training requests and requirements, ensuring timely delivery and appropriate prioritization.

Training Leadership & Team Development

• Directly manage and develop training resources, starting with one direct report, and scaling a larger team as business needs expand.
• Define training roles, responsibilities, and coverage models to support BAU operations and peak enrollment periods (AEP/OEP).
• Coach, mentor, and performance-manage training team members to ensure consistent, high-quality execution.
• Build a flexible, scalable training organization capable of supporting growth, new products, and expanded partner programs.

Continuous Improvement & Business Analysis

• Analyze performance data, quality insights, customer feedback, compliance findings, and operational metrics to proactively identify training gaps and improvement opportunities.
• Translate business needs, process changes, and performance trends into effective and scalable training solutions.
• Support continuous improvement initiatives through testing, launching, refining, and standardizing training tied to BAU processes.

Training Development & Delivery

• Design and develop engaging, effective training materials across multiple formats (live instructor-led, virtual, self-paced, certifications, job aids, and playbooks).
• Deliver training for new hires, upskilling, cross-training, leadership development, process changes, compliance requirements, and partner-specific programs.
• Ensure training materials remain current, accurate, compliant, and aligned with evolving carrier, CMS, and regulatory standards.
• Manage the training calendar, scheduling all required and ad hoc training activities.

Quality, Member Care & Experience Partnership

• Serve as a key partner to the Quality, Member Care, and Member…