Knowledge Management Director #PP

$114,400 - $135,200/Yr

Avispa - Newark, NJ

Full-time - Mid Level

Remote - Newark, NJ

Professional, Scientific, and Technical Services

About the position

The Knowledge Management Director will lead the Audiobook Creation Help Center for a prominent podcast and audiobook company. This role focuses on enhancing data collection, knowledge-sharing, and governance across various countries, fostering a collaborative and innovative culture. The director will work closely with global teams to define processes, tools, and metrics that facilitate effective knowledge management, ultimately improving customer understanding of the company's products and services.

Responsibilities

• Demonstrate a product-based mindset to deliver value for customers, prioritizing continuous evolution and customer delight.
• Frame and socialize the product vision for the customer-facing help center and knowledge strategy.
• Define key product KPIs and improve them through a transparent product roadmap of technology and content updates.
• Maintain and prioritize the project backlog and create strategy documents, project plans, and project requirements as needed.
• Own the performance and enhancement of help center tools (Salesforce) and internal knowledge center platforms.
• Explore internal and external tools to identify and implement solutions that reduce operational inefficiencies.
• Establish and oversee knowledge governance and lifecycle management activities for the global knowledge management team.
• Lead, train, and inspire knowledge management coordinators to deliver their best work in support of business goals.
• Lead and create experiments with multi-media content to ensure modern and delightful customer service.
• Own the cataloging and creation of overall team documentation and apply design principles to both internal and external content.
• Develop relationships with knowledge and content management specialists to share best practices.

Requirements

• 5+ years of content strategy experience.
• 4+ years of knowledge management, digital self-service, or product management experience.
• Bachelor's degree or higher or equivalent experience.
• Six Sigma Certification.
• CKM or CKMP Certification.
• Experience owning program strategy and end-to-end delivery.
• Experience implementing repeatable processes and driving automation or standardization.
• Experience working with a global team.
• Experience using data and metrics to measure and drive improvements.
• Experience with Salesforce Service Cloud and Communities.
• Experience working in an Agile methodology and/or Agile Certification.
• Advanced experience using and managing content in knowledge base systems.
• Strong interpersonal skills and the ability to build partnerships with key stakeholders.
• Ability to lead, teach, and develop teams to deliver key organizational goals.
• Ability to handle changing priorities and use good judgment in stressful situations.
• Ability to work in a fast-paced environment where continuous innovation is desired.

Nice-to-haves

• Experience in UX/UI, search engine optimization (SEO), A/B testing, and website performance optimization.

Benefits

• Dental insurance
• Vision insurance
• Group Medical
• Life insurance
• Retirement Savings Program