Role Summary

The Knowledge and Development Manager is responsible for identifying organizational training needs, designing and implementing effective learning solutions, and fostering a culture of continuous development. The Service Quality Manager ensures employees achieve their highest potential through training, coaching, and leadership development, while collaborating across departments to align learning strategies with organizational goals.

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Essential Functions & Responsibilities

• Develop and implement a comprehensive L&D strategy aligned with organizational objectives and leadership initiatives.
• Working collaboratively with project teams comprised of internal and external learning colleagues, subject matter experts, and business leaders.
• Ensure training programs are engaging, effective, and accessible through various delivery methods (in-person, virtual, e-learning) by using effective instructional methods and learning theories.
• Administration and maintenance of L&D associated systems, and partner with Knowledge Management to maintain organizational knowledge as the Source of Truth.
• Work with other departments to identify training gaps, opportunities and gather feedback to improve program effectiveness and to integrate learning solutions into organizational initiatives.
• Maintain and update curriculum to reflect regulatory changes, operational updates, procedures, and best practices.
• Provide supervision such as oversee scheduling, workload distribution, and performance evaluations for the L&D staff.
• Oversee and provide supervision for Knowledge Management staff to gather, create and maintain organizational knowledge, including scheduling, workload distribution and performance evaluations.
• Assess and benchmark the effectiveness of instructional programs to direct program development through data analysis and feedback loops.
• Review data for trainee progress obtained through routine tests, observations, surveys and feedback from the trainees and supervisors.

Location

Santa Fe, NM

Salary

Starting pay: $73,492–$91,865 annually, based on qualifications, internal equity, and budget.

Benefits

• Medical, Dental, Vision Insurance (available first of the month after hire)
• 401(k) – Traditional or Roth options
• Paid Time Off and 11 Paid Holidays
• Employer-Paid Benefits: EAP, Short-Term & Long-Term Disability
• Additional perks: Wellness Reimbursement, Educational Assistance, Development Programs

Experience

Three to five years of experience in adult education, training, knowledge management or related field. Experience in management preferred.

Education

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills

· E-Learning (Intermediate)

· Instructional Design (Intermediate)

· Microsoft Office Suite (Intermediate)

· Learning Management Systems (Intermediate)

· Presentation (Advanced)

Physical Requirements

Ability to sit or stand for extended periods during training sessions. Occasional lifting of materials up to 25 pounds. Frequent use of computers, phone, and other office equipment. Must be able to communicate clearly to facilitate live classroom training.

Work Environment

This position operates in a professional office environment with occasional travel to other locations for training delivery. Standard business hours apply, with flexibility for special projects or training sessions outside normal hours.