Senior Manager, Learning & Content

Dave Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Lead the Learning & Development function for Member Success & Operations, owning the strategy, governance, and delivery of knowledge across all member-facing and agent-facing channels
• Build scalable enablement programs tied to product launches, policy updates, operational changes, and evolving member needs, ensuring training and content readiness are embedded in operational timelines
• Own standards and governance for member-facing content including help center articles, chatbot knowledge, IVR scripts, macros, templates, and internal documentation
• Improve knowledge structure and retrieval for both human agents and AI systems through semantic tagging, metadata standards, content architecture, and retrieval optimization
• Partner cross-functionally with Product, Engineering, Compliance, Legal, Risk, and Member Experience teams to align learning and content initiatives with product and operational roadmaps
• Lead, coach, and develop a growing L&D team, strengthening systems, processes, and long-term knowledge management practices
• Design and implement onboarding, continuing education, and just-in-time enablement programs for internal teams and BPO partners
• Translate complex product and compliance changes into clear, actionable training materials and content that improve agent performance and member outcomes
• Optimize content for LLM and retrieval-based AI systems using prompt-aware design, taxonomy, and knowledge retrieval frameworks
• Connect QA metrics, voice-of-member feedback, and business KPIs to prioritize enablement initiatives and measure impact on support quality and efficiency
• Shape how AI surfaces and delivers information to improve consistency, speed, and accuracy of member support experiences at scale
• Ensure all content systems are aligned with regulatory requirements and operational constraints in a highly regulated fintech environment
• Drive the evolution of knowledge management practices to support growing member volume and expanding AI capabilities
• Maintain a balance between rapid, tactical solutions and durable, scalable systems that deliver long-term improvements in member experience
• Lead all-hands training and communication efforts during major product releases, regulatory shifts, or operational transformations
• Foster collaboration across functions without operating as a service desk — bringing strategic point of view, clear communication, and strong partnership to drive alignment
• Contribute to defining the future of support enablement by integrating learning, content, and AI in a modern fintech support ecosystem

🎯 Requirements

• 7+ years of experience in Learning & Development, enablement, knowledge management, or content operations
• Experience supporting large-scale contact center operations, including outsourced/BPO environments
• Experience leading and developing teams, including senior individual contributors or functional leads
• Strong instructional design experience across onboarding, simulations, assessments, microlearning, and competency-based enablement
• Experience owning multi-channel support content including help center articles, chatbot content, IVR flows, macros, templates, and internal knowledge systems
• Experience building or improving knowledge bases, LMS platforms, or AI-adjacent content systems

🏖️ Benefits

• Premium Medical, Dental, and Vision Insurance plans
• Generous paid parental and caregiver leave
• 401(k) savings plan with matching contributions
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break
• Flexible hours and virtual-first work culture with a home office stipend
• Financial advisor and financial wellness support

Skills & Technologies

Senior

Remote

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Dave Inc.

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About Dave Inc.

Dave is a financial technology company that offers a mobile application designed to help users manage their finances. Its core services include early access to paychecks, overdraft protection, and budgeting tools, aiming to reduce financial stress and avoid costly bank fees. The company partners with employers to provide financial wellness benefits to their employees. Dave operates in the fintech industry, focusing on consumer banking and financial management solutions through a subscription-based model and interchange fees.

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