Knowledge Management Program Manager

Overview:

A Knowledge Management Program Manager key responsibility is maintaining the knowledge management ecosystem through documentation, analytics, tooling, project execution, and daily operations. The ideal candidate should have strong leadership skills, excellent stakeholder communication, and the ability to work independently and collaboratively in a fast-paced environment. The Knowledge Management Program Manager will oversee developing and implementing knowledge management strategies to enhance customer support and self-service capabilities. This role involves leveraging advanced technologies such as Coveo search, Salesforce CRM, Tableau dashboards, and GenAI/AI capabilities to drive efficiency and improve customer satisfaction.

What you will do:

Knowledge Management Strategy Development:

• Design and implement comprehensive knowledge management strategies to support customer support initiatives.
• Promote a culture of knowledge sharing and continuous improvement within the organization.
• Integrate knowledge management processes with Salesforce CRM to streamline support operations.

GenAI and AI Capabilities:

• Utilize Coveo search technologies to enhance the accessibility and relevance of knowledge resources.
• Optimize search algorithms and content indexing to improve customer self-help capabilities.
• Author, edit, and standardize content prepared by other users and generative AI tools, ensuring consistency and quality.
• Identify and remediate knowledge content gaps and improvements leveraging AI and GenAI tools.
• Integrate automation and AI capabilities to surface and route content with high accuracy and efficiency.
• Enhance universal search capabilities to better surface content and recommendation solutions within Support portal.

Metrics Reporting & Analytics:

• Develop and maintain Tableau dashboards to monitor and analyze knowledge management metrics.
• Measure and analyze key Knowledge Management and Self-Service metrics (such as, but not limited to: search quality, case deflection, content adoption, content quality).
• Ensure Knowledge Management skills and training are ongoing and included with employee onboarding.
• Organize material with clarity and conciseness, adhering to established standards for order, style, and terminology.
• Maintain meticulous records and files of work, including revisions, to ensure accuracy and efficiency.
• Partner across global support teams to help develop performance support solutions.
• Use data insights to identify trends, gaps, and opportunities for improvement in knowledge resources.

Business Process Improvement & Automation:

• Work with clients and stakeholders across Global Support and Operations to set processes, technical specs, and content for publication, ensuring clear communication and project success
• Collect and analyze feedback from customers and support teams to continuously improve knowledge resources.
• Assist leadership with promotion of Knowledge Management with effective change management
• Promote best practices for knowledge sharing, such as communities of practice, promoting techniques for capturing knowledge where practicable
• Develop and manage an incentive program to keep Knowledge Management thriving within the organization.
• Implement process and technology changes based on feedback to enhance the effectiveness of knowledge management strategies.

Collaboration and Training:

• Work closely with support engineers to understand their needs and provide training on new tools and processes.
• Facilitate workshops and training sessions to promote effective use of knowledge management systems

What we are looking for:

• Bachelor's degree in Information Management, Computer Science, or related field; or at least 5 years of experience in knowledge management or related roles, with experience in software companies.
• Proficiency in Coveo, Salesforce CRM, Tableau, and AI technologies; strong analytical and problem-solving skills.
• Excellent communication and collaboration skills; ability to lead and motivate teams. Strong verbal and written communication.
• Ability to partner and deliver results across multiple teams and leadership levels.
• Ability to manage global knowledge and documentation projects/programs (with vendor providers or cross-functional stakeholders) and communicate the trade-offs between metrics in managing them to stakeholders
• Communicate feedback, challenges, roadblocks, and insights effectively and concisely to appropriate audiences
• Ability to find ways to apply knowledge strategies across many workflows, while meeting specific needs for regions and industries, including tech solutions.
• Ability to manage many projects at once, prioritizing based on business needs and impact.
• Navigate uncertainty, finding creative solutions and options to drive the business forward.

Preferred requirements:

• Established record of strong project ownership, project management, and self-direction
• Knowledge Management experience within a customer support environment
• Familiarity with universal search tools, such as Coveo
• Familiarity with ticket tracking tools, such as Jira
• Experience with GenAI and AI-driven customer support tools.
• Familiarity with customer support methodologies and best practices.

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