Knowledge Centered Services Program Manager

Lead the implementation of the Knowledge Centered Services (KCS) methodology across the associate support organization. Develop and execute KCS adoption plans, ensuring alignment with organizational goals and objectives.

*Telecommuting role to be performed anywhere in the U.S.
 

What You Will Do:

• Monitor and report on KCS metrics to ensure continuous improvement and adherence to best practices.
• Set performance goals and objectives for the KCS program and analyze its impact on support performance and associate satisfaction.
• Communicate the value and benefits of KCS to the organization, driving engagement and commitment.
• Conduct training sessions and workshops to educate staff on KCS principles and processes.
• Develop training materials and resources for ongoing KCS education and awareness.
• Identify knowledge gaps and opportunities by working closely with support teams and other stakeholders.
• Mentor and coach team members to improve their KCS and knowledge management skills.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the KCS program.

What You Will Bring:

• Bachelor's degree (U.S. or foreign equivalent) in Business Administration or related field and one (1) year of experience in the job offered or related role.
• Must have one (1) year of experience with: project management methodologies in an operations org; collecting, analyzing, and reporting on performance metrics; training and coaching stakeholders around process changes and improvements; identifying and delivering process improvement; and customer support operations, including ticketing systems, incident management, and service delivery.
• Must have six (6) months of experience with: KCS methodology; and knowledge management systems and enabling framework.

#LI-DNI

The salary range for this position is $106,910 - $176,470. Actual offer will be based on your qualifications.

Pay Transparency
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.