Care Knowledge Manager

Mars Incorporated - Franklin, TN

Full-time - Mid Level

Franklin, TN

10,001+ employees

Food Manufacturing

About the position

The Knowledge Manager at Mars is responsible for centralizing and enhancing knowledge management processes to improve customer care effectiveness. This role involves consolidating knowledge from various systems, training both human and AI agents, and continuously refining knowledge usage to deliver exceptional customer service.

Responsibilities

• Consolidate knowledge from multiple systems, ensuring seamless integration of content from various sources.
• Lead the development and continuous improvement of the Mars knowledge management system.
• Implement and manage a knowledge management framework, such as Knowledge Centered Support (KCS).
• Train AI-powered chatbots and human customer care agents to utilize the knowledge base efficiently.
• Monitor the relevance and usage of the knowledge base, leveraging data and customer feedback for improvements.
• Collaborate with cross-functional teams to align knowledge content with business goals and customer needs.
• Develop and execute training programs for customer care teams to enhance their knowledge base usage.
• Oversee the organization and categorization of knowledge content to optimize searchability.
• Ensure compliance with knowledge management best practices and data governance standards.

Requirements

• Proven experience consolidating knowledge from multiple platforms including PDFs, videos, and various systems.
• Minimum of 5 years of experience in knowledge management, preferably in customer service or support environments.
• Experience training both AI and human agents to effectively use knowledge bases.
• Strong analytical skills focused on improving knowledge relevance and usability.
• Excellent communication and collaboration skills to work across cross-functional teams.
• Experience with knowledge management technologies and content management systems.

Nice-to-haves

• Familiarity with or certification in knowledge management processes such as Knowledge Centered Support (KCS).
• Experience with external platforms like YouTube and sitemaps for external websites.

Benefits

• Best-in-class learning and development support from day one, including access to Mars University.
• Industry competitive salary and benefits package, including company bonus.