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Job Title:
KCS (Knowledge Centered Services) & Performance Improvement Advisor
Job ID:
Job Function:
Full/Part Time:
Job Category:
Program Administration
Washington, DC US
Business Unit:
Int Communications & Marketing
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

Integrated Communications & Marketing (ICM) is a multimedia, service-focused communications and marketing operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP’s strategic business units. 

Summary Statement

Leads Learning & Performance Improvement Analysts, providing oversight of all activities supporting our KCS (Knowledge Centered Services) adoption, including quality monitoring and quality assurance, leading to continuous performance improvement of Membership Contact Centers and compliance with agreed upon procedures and policies.


  • Provides advanced oversight and mentorship for KCS Coaches, provides KCS training, and assists in the fundamental development and maintenance of the coaching program; requirements gathering and prioritization for tool and process improvements; content standard updates and communication.
  • Acts as a change agent to educate, engage, support, and drive necessary performance improvements for Self-service and the KCS Program, including monitoring content and program effectiveness and identifying needs and areas for improvement, initiating projects to determine best practices, and implement decisions
  • Performs multi-channel contact monitoring analysis, including reports and metrics identifying KCS and contact center trends, agent-focused and process improvement opportunities, and how to best apply KCS practices of high performing contact centers.
  • As a direct result of quality assurance efforts, coordinates creation and editing of knowledge management content and response templates to support Membership Contact Centers correctly handling a wide array of issues, including those related to membership accounts, AARP positions and policies and new initiatives.
  • Participates in meetings and focus groups with internal staff and third-party vendors in order to support contact center activities and to drive continuous performance improvement enhancing First Contact Resolution, Member Satisfaction and AHT (Average Handle Time); includes edits to knowledge management content and response templates.


  • Bachelor’s degree or equivalent.
  • Preferably 6+ years of related contact center experience and knowledge of current contact center processes and procedures.
  • Knowledge Centered Service (KCS) v6 Practices Certification.
  • At least 2 years acting as a KCS coach, trainer, or program manager in implementing and developing a KCS program.
  • Comprehensive knowledge in job-related functional area of the business.

Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.  AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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