Operations Enablement Manager (Instructional Design and Knowledge Management)

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Quezon City; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE is seeking an OE Manager – Instructional Design & Knowledge Management to lead a cross-functional enablement team.

You will design, deliver, and govern high-quality learning programs and knowledge content to improve operational excellence across service lines. You will guide a team in applying adult learning principles, managing content life cycles, and ensuring accuracy and findability of guidance for advocates, supervisors, and support staff.

Qualifications

• 5+ years progressive corporate instructional design experience.
• 2+ years people management.
• Proficiency with content authoring tools (Articulate 360, Vyond, Camtasia, SnagIt) and MS Office.
• Hands-on experience with knowledge management and technical writing.
• Experience with enterprise knowledge platforms and metadata tagging.

Responsibilities

• Manage 2–5 direct reports and a broader enablement team (40+).
• Lead design and knowledge quality performance coaching forums for knowledge and learning products; facilitate cross-functional reviews and executive readouts.
• Work with key stakeholders to ensure feedback onto knowledge and content accuracy.
• Plan and prioritize enablement backlog using Agile practices; manage budgets, capacity, and vendor resources.
• Design, develop, implement, and evaluate curricula for new-hire and tenured audiences.
• Apply adult learning and instructional design methodologies; create micro-learning, ILT/VILT, eLearning, scenarios, and assessments.
• Build role-plays, simulations, and knowledge checks; measure learning effectiveness and transfer to performance.
• Establish and maintain knowledge standards, templates, and governance (e.g., KCS-aligned practices).
• Author, structure, tag, and maintain knowledge articles; manage full content lifecycle.
• Build relationships with operations leaders to translate business needs into enablement roadmaps.

Skills

Instructional design

People management

Articulate 360

Vyond

Camtasia

SnagIt

MS Office

Knowledge management

Technical writing

Agile

KnowledgeXchange

Metadata tagging

Healthcare domain

Education

Bachelor's degree in Education, Communications, Technical Writing, or related field

Instructional design certification preferred

Tools

Articulate 360

Vyond

Camtasia

SnagIt

Job description

About the role

The OE Manager – Instructional Design & Knowledge Management leads a cross-functional enablement team that designs, delivers, and governs high‑quality learning programs and knowledge content to improve operational excellence across service lines. This role combines people leadership with hands‑on expertise in instructional design, knowledge authoring, content lifecycle management, and analytics to ensure advocates, supervisors, and support teams have the right capabilities and findable, accurate guidance at the moment of need.

Key responsibilities

• Manage 2–5 direct reports and a broader enablement team (40+), providing coaching, performance management, and career development
• Lead design and knowledge quality performance coaching forums for knowledge and learning products; facilitate cross‑functional reviews and executive readouts
• Work with key stakeholders to ensure close-loop feedback onto knowledge and content accuracy
• Plan and prioritize enablement backlog using Agile practices; manage budgets, capacity, and vendor/contracted resources as required
• Design, develop, implement, and evaluate curricula for new‑hire and tenured audiences (advocates, supervisors, support staff)
• Apply adult learning and instructional design methodologies; create micro‑learning, ILT/VILT, eLearning, scenarios, and assessments
• Build role‑plays, simulations, and knowledge checks; measure learning effectiveness and transfer to performance
• Establish and maintain knowledge standards, templates, and governance (e.g., KCS‑aligned practices)
• Author, structure, tag, and maintain knowledge articles to ensure accuracy, findability, and re‑use; manage full content lifecycle
• Build strong relationships with operations leaders and matrix partners; translate business needs into enablement roadmaps

About you

• 5+ years progressive corporate instructional design experience; 2+ years people management
• Proficiency with content authoring tools (Articulate 360, Vyond, Camtasia, SnagIt) and MS Office (Word, Excel, PowerPoint, OneNote)
• Hands‑on experience with knowledge management and technical writing (preferably KCS‑aligned)
• Demonstrated success designing engaging learning for contact center and/or healthcare operations
• Strong business writing, presentation, and executive communication skills
• Ability to manage multiple priorities in a fast‑paced, virtual, matrixed environment; strong problem‑solving and decision‑making
• Bachelor's degree in Education, Communications, Technical Writing, or related field preferred; instructional design certification preferred
• KCS, Agile, project/change management certifications a plus
• Experience with enterprise knowledge platforms (e.g., KnowledgeXchange) and metadata/tagging strategies
• Healthcare domain familiarity and medical terminology exposure