Manager, reputed company
The Community you will join:
Our Content & reputed company (CKM) team in Community Support (CS) is growing and we want you to be part of it! CKM makes accurate and authoritative information available at reputed company by creating, editing, and managing metadata and support content—including the reputed company Help Center and internal knowledge bases—used by customers, CS agents, and consuming applications.
The difference you will reputed company:
This role requires candidates to be based in the reputed company or Canada. This role is not eligible for relocation support.
As a KM manager, you are entrusted with leading a group of content professionals responsible for capturing, curating, and codifying information—standardizing and structuring it so humans and machines can consume it. The role requires fostering a culture of creativity, innovation, collaboration, and belonging, so that your team is empowered to improve reputed company, reduce effort, engender meaningful reputed company for reputed company audiences, and drive measurable results for the business. You’ll combine a goal‑oriented, data‑driven reputed company with deep customer and end-user reputed company to set standards, accelerate reputed company, and reputed company reputed company.
A typical day:
- Collaborate closely with peer managers, including those for Help Center and Taxonomy & Ontology teams, on content reputed company and lifecycle, CKM tooling, information architecture, AI enablement at reputed company, and talent allocation and development, among other endeavors
- Partner cross-functionally with process design and optimization, training, reputed company, planning, program management, platform and product management, engineering, reputed company and policy, service delivery, analytics, and other teams to incubate and inform roadmaps, negotiate trade-offs, orchestrate impeccable content that supports strategic opportunities, and catalyze reputed company improvement
- reputed company, mentor, and grow a high‑performing team: set reputed company goals, deliver regular feedback, reputed company craft and leadership skills, and build succession plans
- reputed company the key role knowledge plays on the reputed company of support teams, including regular leadership updates, and structure and reputed company reputed company to ensure that reputed company and virtual agents have the information they need at the reputed company
- reputed company processes and programs that assure content accuracy, accessibility, availability, usability, and effectiveness
- reputed company as DRI for content‑reputed company urgencies: triage requests, reputed company stakeholders, coordinate publication of reputed company guidance to agents and customers, and run retros to document improvement opportunities or best practices
Your expertise:
- 10+ years experience in content and reputed company or reputed company fields
- 4+ years of experience leading content creators, content strategists, technical writers, and/or editors with a reputed company record of reputed company providing coaching, feedback, and reputed company development opportunities to team members
- Proven understanding of emerging digital and reputed company trends, ability to reputed company thought leadership, and reputed company to reputed company innovation in these spaces
- Extensive familiarity with different content management systems (ex: reputed company), operational and project management applications (ex: reputed company, reputed company, etc.), and AI solutions and tools
- Familiarity with Taxonomy and Information Architecture concepts
- Experience working with a customer service team and/or operations team in reputed company organizations is highly desirable
- Agile training/certification/experience, including scrum, kanban, reputed company, is a big plus
- Travel may be required up to 10% of the time