Knowledge Manager

$96,000 - $100,000/Yr

Hunter Douglas - Broomfield, CO

Full-time - Mid Level

Broomfield, CO

Furniture and Related Product Manufacturing

About the position

The Knowledge Manager at Hunter Douglas will lead the development and execution of a knowledge-centered service (KCS) structure within the HDNA Support organization. This role focuses on enhancing customer interactions through effective knowledge management practices, ensuring that Customer Support Representatives (CSRs) can efficiently access and utilize information to assist customers. The Knowledge Manager will also oversee the Salesforce Knowledge Management system, manage content strategies, and promote best practices in knowledge management to improve customer experience.

Responsibilities

• Manage the roadmap for the Knowledge Management team to ensure successful customer interactions across various channels.
• Maintain and develop the Salesforce Knowledge Management system, including article record types and content taxonomy.
• Own performance management for the KM solution by measuring usage, adoption, and identifying gaps.
• Communicate quantitative and qualitative results of the KM strategy to stakeholders.
• Assist in developing the overall content management strategy by collaborating with cross-functional teams.
• Adopt content style guides and ensure articles are accurate and on-brand.
• Re-evaluate priorities and gaps for knowledge management continuously.
• Manage KM Specialists to execute knowledge management practices and promote the vision.
• Maximize current systems to expand knowledge practices, including Salesforce and other tools.
• Research knowledge management best practices to introduce new capabilities like chatbots and proactive communication.
• Ensure content lifecycle management for accuracy and accessibility.
• Organize articles and enhance user experience for various platforms.
• Tag knowledge articles in line with enterprise taxonomy.

Requirements

• Bachelor's degree (BA/BS) in a relevant field from a four-year college or university preferred.
• Five years of experience in knowledge management strategy, information, and editorial roles required.
• 5+ years experience in a formal Knowledge Management position(s).
• Knowledge-Centered Service (KCS) awareness and understanding; certification is a plus.
• 5+ years experience using knowledge management software applications, preferably Salesforce or similar solutions.
• Proficiency in MS Office and/or Google Workplace suite of applications.
• 5+ years experience in managing large and complex projects and programs, including change management.
• 5+ years of experience related to content management and writing/publishing skills for technically oriented materials.

Benefits

• Annual base salary range: $96,000.00-100,000.00
• Bonus target range: 20-25%
• Generous benefits package including medical, dental, vision, life, and disability insurance
• A company culture that prioritizes internal development and professional growth
• Paid time off
• 401(k) plan with employer matching
• Paid parental leave
• Wellness programs and product discounts