Job Details

Title: Knowledge Manager
Location: Alameda, CA (100% Onsite)
Duration: 12 Months (Possibility of Extension)
Shift Time: 8am to 5pm
Pay Range : $70/hr to $75/hr (On W2)

We are looking for a "Knowledge Manager"to join one of our Fortune 500 clients.

Job Summary:

The Knowledge Manager role will serve as a program manager for Customer Service knowledge strategy, overseeing the collection, retention, and sharing efforts of global customer service knowledge content, making it a s critical part of status as a world-class customer service organization.

The Knowledge Manager will function as a leader and champion of Knowledge Management and be primarily responsible for the build-out, growth, engagement and stewardship of knowledge for Customer Service across all global markets.

The Knowledge Manager will also ensure that the knowledge management initiatives support and align the mission and goals of the Customer Service organization.

Top Skills:

• Content management and organization
• KCS experience

• Create and manage content for global customer service teams
• Manage reporting and metrics on article utilization
• Set process for global management of agent feedback and timely updating of articles
• Train additional stakeholders on creating / managing knowledge
• Establish global playbook to create / manage knowledge
• Monthly or quarterly metrics the candidate will be measured on:
• Content creation
• Timely updates per KCS feedback
• Utilization metrics
• Part of global customer experience team
• Will be required to have calls outside of normal working hours to accommodate global stakeholders
• Drives technology improvements and roadmap in Salesforce Knowledge that ensured optimal content administration and agent experience.
• Develops, implements, and maintains the KM strategy and road map globally for all Customer Service teams.
• Plans / develops / supports / promotes collaborative tools and techniques, including Communities of Practice (CoPs), to establish and enhance KM.
• Facilitates identification of knowledge critical to the organization across categories (e.g. technical ("know-how"), Strategic ("know-why"), and people ("know-who").
• Investigates new opportunities to enhance knowledge management methods and processes to exceed KPIs and improve customer experience.
• Works with global and cross-functional teams to consistently manage knowledge content.
• Develops a team and builds a strong pipeline of successors.
• Liaises with identified global Business Stakeholders and Knowledge Management Community to find ways to enhance the existing knowledge management methods for ADC.
• Promotes a culture of knowledge centered service (KCS) through operational processed and systems.
• Measures and evaluates effectiveness of knowledge management processes.

• Both overall and any industry-specific experience needed
• SharePoint knowledge
• Project Management
• Budget Management
• Critical and proactive thinking
• People Management/Development
• Strong Communication and Presentation Skills

• Salesforce Knowledge experience

• Looking for someone to take over some of the load of managing the database globally. It would have two components - on a little bit project management and the other actually writing/editing content. Management of process:
• Establish and monitor global governance model for content across multiple regions
• Document process and identify data requirements to monitor
• Establish timelines for content review and communicate with regions
• Help with translation/localization strategy and implementation
• Content management
• Identify missing / incorrect content and establish plan to update / correct
• Understand and incorporate feedback from regional teams into content
• Write best practices document to assist with global consistency of content

• Bachelor's Degree
• Years' of experience required: 3 years