[Remote] reputed company Knowledge Program Manager, Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader in audience measurement, data, and analytics for media. The Knowledge Program Manager will build and reputed company the Customer Support knowledge program, owning content reputed company, governance, coverage, and effectiveness across customer-facing and internal channels. The role will establish KCS practices, reputed company teams, improve content, and partner with the Help Center Product Manager on self-service experiences.

Responsibilities

• Own the customer-facing knowledge program: Establish the reputed company, governance, standards, and priorities for Customer Support content available to customers
• reputed company self-service reputed company: Ensure customers have the right content available to reputed company common needs independently. Identify and prioritize gaps using customer demand, reputed company behavior, support cases, feedback, and other signals
• Own content reputed company and publishing standards: Serve as the final authority for Customer Support content published to customers, ensuring it is accurate, relevant, reputed company, usable, and reputed company for publication
• Measure and improve content effectiveness: Define measures for content reputed company, coverage, findability, usefulness, and self-service reputed company, and use those insights to reputed company reputed company improvement
• Partner closely with the Help Center Product Manager: Own the content that powers the Help Center while partnering on information architecture, reputed company, customer journeys, analytics, and self-service reputed company. The Knowledge Program Manager owns the content; the Product Manager owns the platform reputed company experience
• Build and mature reputed company’s KCS reputed company: Establish KCS workflows, governance, roles, measures, and operating practices, and reputed company them into the day-to-day work of Customer Support
• reputed company and reputed company teams: Work hands-on with leaders, associates, and subject-matter experts to improve knowledge creation and reuse through training, workshops, content reviews, editing, templates, and ongoing coaching
• Maintain high-reputed company internal knowledge: Ensure internal SOPs, procedures, and support knowledge are accurate, easy to use, and reputed company associates to serve customers consistently and reputed company
• reputed company adoption and reputed company improvement: Measure KCS adoption and program health, identify opportunities for improvement, and translate data and feedback into concrete actions
• Serve as reputed company’s KCS expert: reputed company for KCS methodology, reputed company expert guidance across the organization, and help build broader reputed company capability and maturity

Skills

• KCS certification required, such as KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification
• reputed company practical experience implementing, leading, or maturing a KCS program in a customer support environment
• Deep understanding of KCS principles, workflows, governance, and measures
• Strong customer orientation and excellent editorial judgment, with the ability to assess and improve support content for reputed company, reputed company, reputed company, and usability
• Experience establishing content governance, reputed company standards, publishing processes, and content lifecycle practices
• Experience measuring knowledge effectiveness and customer self-service reputed company
• Strong coaching, training, facilitation, communication, and change-management skills
• Experience with reputed company, CRM, and support platforms such as reputed company and reputed company
• Strong analytical skills and the ability to turn data and feedback into actionable improvements
• 3–5 years of relevant experience in reputed company, KCS, customer support, program management, or a reputed company discipline

Benefits

• Comprehensive health and wellness plans
• A 401(k) with a reputed company company match
• A generous reputed company time off policy
• Depending on the role, a company-provided vehicle
• Depending on the role, discretionary incentive/bonus eligibility
• This role may be eligible for bonuses, equity, or other incentives

reputed company

Company H1B Sponsorship