Knowledge Manager

$109,940 - $170,410/Yr

Farm Credit Services Of America - Omaha, NE

Full-time - Senior

Omaha, NE

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

Farm Credit Services of America (FCSAmerica) is seeking an experienced Knowledge Manager to lead the development and ongoing management of the organization's knowledge program, processes, and related systems. This hybrid role requires the incumbent to work a percentage of each week in the office, preferably located in Omaha, NE or Fargo, ND. The ideal candidate will be visionary and process-oriented, with demonstrated experience in implementing programs that enhance organizational efficiency through collaborative, web-based tools and platforms. The Knowledge Manager will advocate for knowledge management best practices, tools, and data standards that empower employees to serve customers more effectively, ensuring alignment with the organization's strategic goals. The Knowledge Manager will be responsible for the continued implementation, governance, and evolution of the Association's knowledge management program, which supports operational excellence, customer experience, and sales growth. This includes promoting a best practice knowledge management process that aligns with the end-user journey, standardizing data gathering, storage, content management, knowledge sharing, and information continuity. The role involves developing an annual knowledge management plan, leading the implementation of top priorities, establishing and monitoring KPIs, and initiating areas for improvement and evolution. Additionally, the Knowledge Manager will define user requirements and collaborate with technology teams to ensure that the tools enable effectiveness across the program. Engaging with Association teams and Knowledge Management Stakeholders to foster a culture of continuous improvement and a consistent approach to knowledge management is essential. The role also includes providing knowledge sharing and mentoring to teammates, reviewing work for accuracy and quality of approach, and ensuring that the knowledge management initiatives align with the organization's goals and objectives.

Responsibilities

• Lead the development and ongoing management of the organization's knowledge program, processes, and related systems.
• Implement, govern, and evolve the knowledge management program to support operational excellence, customer experience, and sales growth.
• Promote a best practice knowledge management process aligned to the end-user journey, including standardization in data gathering, storage, content management, knowledge sharing, and information continuity.
• Develop an annual knowledge management plan and lead the implementation of top priorities.
• Establish, monitor, and report on KPIs related to knowledge management initiatives.
• Initiate areas for improvement and evolution within the knowledge management program.
• Define user requirements and collaborate with technology teams to ensure tools enable effectiveness across the program.
• Engage with Association teams and Knowledge Management Stakeholders to promote a culture of continuous improvement.
• Provide knowledge sharing and mentoring to teammates, reviewing work for accuracy and quality.

Requirements

• Bachelor's degree in Business, Finance, Communication, Technology, or a related field.
• 8+ years of experience in self-help, knowledge management, and/or customer service program management.
• Knowledge Centered Service (KCS) Certification preferred.
• Project Management Professional (PMP) Certification preferred.

Nice-to-haves

• Graduate degree related to knowledge or content management.