Assignment Duration: 10 months (flexible start/finish)
Pay rate: $44/h
Position Overview:
The Video Security & Access Control Knowledge Manager will lead the Knowledge Management Team and the Knowledge Centered Services (KCS) program. This full-time role will oversee the VSA KCS Program and team during a parental leave coverage period, approximately 50 weeks. The role will contribute to the expansion and management of knowledge initiatives, ensuring effective knowledge management across brands and divisions.
Key Responsibilities:
- Manage the Knowledge Team and oversee the KCS Program.
- Support and expand the KCS Program within VSA and across brands, including new acquisitions.
- Develop and implement a quality program for knowledge, establishing a consistent voice and tone for the team.
- Expand the Knowledge Domain Expert (KDE) Program to curate and grow the knowledge base, addressing knowledge gaps and maintaining consistency.
- Direct the evolution of the KCS Coaching Program.
- Expand the approach to analytics and measure the effectiveness of KCS.
- Represent Knowledge, Customer Experience, and Customer Communities across all brands and business expansions.
Preferred Skills and Experience:
- Ability to lead with a collaborative, team-oriented approach that inspires cooperation and teamwork.
- Strong team management skills, with an ability to navigate priorities and meet deadlines.
- Quick learner with strong attention to detail, analytical skills, and the ability to multitask effectively.
- Experience in analytics, gathering key business and user insights.
- Project or program management experience.
- Skilled with Salesforce Knowledge, Service, and Experience Clouds.
- Experience working with agile teams.
Qualifications:
- Bachelor's Degree in any discipline.
- Previous experience required in leading knowledge management teams or KCS programs.
- 2+ years of experience in documentation writing, knowledge base management, or technical content creation/management.
- Experience in leading or managing KCS programs in technical support or call center environments.
- Analytical experience to gather key business and user insights.
- Excellent verbal and written communication skills.
Competitive Advantages:
- KCS Practices Certification.
- Understanding of the Salesforce Knowledge Data model.
- Experience establishing effective reporting practices for KCS support organizations.
- Proven track record of implementing SEO best practices for knowledge programs.
