Knowledge and Learning Manager - Global Emergency Response Team - US, UK, NL
Location: US, UK, NL - Remote
Position Status: Full-time, Exempt, Regular (Temporary: 1 year assignment; the assignment can be extended, depending on business needs)
Salary Level:
- US Starting Salary for this role will be USD $76,800 to $91,200 commensurate on experience.
- Based on local benchmark for candidates outside the United States.
Valid unrestricted work authorization in the country in which you will be based is required at the time of application for this position.
About Mercy Corps
Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have a long-term impact.
The Team
Mercy Corps works to achieve real and lasting impact in the world’s toughest humanitarian emergencies. We save lives and help people live with dignity in crises of all kinds. At the same time, we create the conditions to pivot to innovative and transformative recovery quickly and effectively. We work wherever local capacity is overwhelmed, connecting people to the opportunities they need to strengthen their community in recovery. Whether it is a sudden shock or a slowly emerging crisis, whether the threat is natural or man-made, no matter how complex the environment, Mercy Corps is committed to bold, rapid, needs-driven assistance. Mercy Corps supports a response that is market-driven and leverages the capacities of both traditional and non-traditional aid partners—and ultimately gives people the ability to make their own decisions and secure their own lives and livelihoods.
The Global Emergency Response Team (ERT) provides the agency with timely and effective leadership to prepare for, respond to, and learn from humanitarian emergencies, develops sharp, well-timed and influential humanitarian analysis to inform program design and implementation, and supports agency leadership and regional and country teams with safety and security expertise.
The Position
The Knowledge and Learning Manager is a member of the Global Emergency Response team (GRT), and is responsible for the development and implementation of an emergency response learning and knowledge management system and approach for the ERT. The Manager will work cross-functionally to optimize systems and response processes and procedures to ensure continuous improvement and adaptation of lessons learned and best practices to enhance emergency response at Mercy Corps. In addition, the Manager will support the tracking of Organizational Priority Indicators, FY25 organization priority on the ERT tracking, as well as department performance data collection and analysis.
The Manager will serve as a thought partner to the VP of Emergency Response, the ERT, and with internal stakeholders across the broader organization, helping to ensure accountability and alignment within the team and synergy across complementary agency efforts. He/she will work closely with the global program quality, evidence and learning, and technical teams as required.
Essential Responsibilities
Strategy & vision
- Contribute to the agency’s organizational design changes in relation to the response architecture to optimize performance, support testing of new ways of working, and drive greater impact.
- Help ensure harmonized roll out of the Humanitarian Response Approach, appropriate sequencing of related initiatives, and allocation of resources to build necessary capacities to deliver on the strategy.
Knowledge management & learning across emergency responses
- Directly contribute to the development of a common standard/approach around higher-level emergency response learning across emergency responses, taking into consideration both operational, programmatic and organizational learning at a higher level, in collaboration with ERT leadership, the PaQ and Evidence and Learning Teams.
- Lead, facilitate or contribute to regular learning and reflection activities like emergency response (taking into account both programmatic and operational considerations) after-action reviews, real-time evaluations and functional reviews and pause and reflect exercises.
- Integrate and apply lessons learned into the design or revision of response processes and procedures, operational initiatives, business support function shifts, organizational structure, etc.
- Stay abreast of new trends, innovations, and practices in learning, data management and knowledge management for their embedment and for continuous improvement.
Measurement & accountability
- Develop ERT performance indicators and other key data points including organization and FY priority indicator/activity tracking for the ERT department. Work closely with the Senior Program Officer on tracking and progress reporting.
- Develop and/or enhance data collection systems and processes for the ERT (including mapping data flows) and feed into relevant agency dashboards. This should include helping to better track and analyze the work MC does across its global portfolio on emergency response.
Internal coordination
- Ensure that ERT work streams and collaboration with other departments is harmonized, consistent, and appropriately sequenced for maximum impact.
- Support the deepening of partnerships between ERT and Global Programs Team (including PAQ, SLT, etc.) and Global Support functions to ensure connectivity between ERT’s goals and the rest of the agency, such as ensuring ERT participation in relevant cross-functional working groups.
- Design, facilitate and/ or document team meetings, workshops, and other efforts to incorporate learning, evidence, and data into ERT decision-making, work planning, or reporting processes.
Influence & representation
- Represent the ERT VP and Mercy Corps as requested at key internal stakeholder and leadership meetings.
- Communicate effectively to the ERT, and other internal stakeholder groups to ensure they are equipped with necessary data, evidence, and learning to contribute to decision-making around and overall engagement with the strategy
- Liaise with and maintain productive relationships with all stakeholders, including Executive Team, country teams, other headquarters functions, and donors; build mutually rewarding professional relationships inside Mercy Corps at all levels.
Safeguarding responsibilities
- Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work
- Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members
- Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options
Supervisory Responsibility
The Knowledge and Learning Manager may manage consultants or interns as necessary.
Accountability
Reports Directly To: VP of Emergency Response
Works Directly With: Senior Program Officer ERT and wider ERT team members,the Global Evidence and Learning Team and the Program Performance and Quality, Technical Support, and Strategy Realization teams.
Coordinates With: A variety of internal stakeholders engaged in strategic planning, strategy realization, program performance, knowledge management and learning.
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Minimum Qualifications and Transferable Skills
- Bachelor’s degree in or equivalent in a relevant field.
- 5+ years of program experience at an international NGO, non-profit organization, or other relevant entity.
- Handle negotiations and facilitate planning processes, including delicate transitions.
- Strong organizational skills and ability manage time efficiently, meet deadlines, and work both independently and as a part of a team.
- Past experience working at field level as well as in a regional or global support function is strongly desired.
- Demonstrated ability to develop, coordinate, and deliver cross-functional/ multi-team work plans in a consultative or participatory way.
- Collaborative work style that contributes to a positive team environment and builds strong relationships with people from all backgrounds, genders, cultures, and viewpoints.
- Critical thinking skills and proven ability to problem solve and follow up appropriately;
- Excellent communication skills, both written and verbally; demonstrated ability to produce high-quality polished, professional reports, presentations, and other materials
- Strong facilitation skills, excellent writing skills, and ability to pay close attention to detail while also seeing the big picture; ability to produce compelling, polished, professional documents and presentations for a variety of audiences.
- Adaptable, resourceful, and able to multitask and deliver under pressure; comfort with ambiguity and complexity preferred.
- Proven excellence in interpersonal skills and a high level of personal initiative.
- Proficiency in Arabic, Spanish, or French preferred.
- Willingness and ability to travel to Mercy Corps project sites and field locations, including traveling to insecure environments, is required up to 30%.
Success Factors
The successful candidate must be a self-starting multi-tasker, able to manage competing priorities and demonstrate a keen understanding of the larger picture while remaining focused on and able to handle the details. They are a problem-solver, adept in successfully dealing with issues of complexity. They must demonstrate patience, initiative, and flexibility.
Building on their program management, operational expertise, and leadership experience, they are an effective communicator both verbally and in writing, as well as a good listener, able to understand different perspectives and are open to feedback. They are a proactive team player, and an equally strong convener and facilitator with the ability to meaningfully engage teams in inclusive processes designed to shape the agency’s strategic direction. The Senior Analyst is experienced working across departments and country-based teams, an expert liaison with critical organizational counterparts in regional, country and headquarters offices.
The Senior Analyst has relevant experience driving participatory processes to build consensus as well as a practical understanding of how to engage different stakeholders, including senior leaders, to drive impact and organizational change. They are willing to challenge the status quo, speak up and speak out on key issues, and engage in constructive debate and sensitive conversations with agency stakeholders at all elevations of the organization.