Manager Knowledge Management
Cox Enterprises - New Orleans, LA
posted 5 days ago
About the position
The Manager, Operational Communications & Knowledge Management leads a team charged with developing, delivering, and measuring/improving effectiveness of all frontline Sales & Service employee operational communications as well as critical procedural and informational content needed to support the Residential Sales & Service organization. This individual and team are responsible for ensuring all Residential Sales & Service employees are aware of and have access to key information needed to conduct their day-to-day activities as well as to support any large strategic or tactical shifts in the business. This individual makes and articulates connections between individual initiatives and the overarching priorities/vision of Cox Communications in a way that is accessible and easily consumed by our frontline Sales & Service agents and leaders.
Responsibilities
- Lead, develop, and coach team responsible for developing connected Communications & Knowledge Management solutions.
- Engage with business partners to understand current and anticipated communication needs.
- Intake all requests for Residential Sales & Service leader and employee communications/content, prioritize requests, assign to Analysts, and ensure successful and timely completion.
- Develop and evolve operational communications processes and standards to drive accurate, relevant, on brand, and approved communication development.
- Collaborate with communications partners across the enterprise to ensure consistent and effective messaging on enterprise programs and initiatives.
- Establish and/or manage ongoing measurement and reporting processes to ensure effectiveness of employee communications and knowledge management solutions is continuously improved.
- Maintain strong understanding of Sales & Service audiences and their evolving needs.
- Conduct external research and implement best practices, tools, and technologies to drive continuous improvement of frontline communications and knowledge management solutions.
- Perform other duties as requested.
Requirements
- Bachelor's degree in a related discipline (i.e. English, Education, Journalism, Communications, Public Relations, Marketing) and 6 years of experience in a related field.
- 1+ year of experience in management or lead role.
- Demonstrated experience with Internal/Corporate Communications and/or Knowledge Management Best Practices.
- Strong knowledge of Microsoft Word, Excel, Teams and PowerPoint.
- Excellent communication, leadership, team building, sales and/or service call center experience, presentation to senior leadership teams, collaborative and project management skills.
- Demonstrated capacity to thrive and lead/influence others in a high-change, often ambiguous business environment.
Nice-to-haves
- Masters degree in a related discipline (i.e. English, Education, Journalism, Communications).
- Experience supporting large geographically dispersed sales, care, or other operations organizations.
- Experience with content creation and delivery tools, such as EmailOpen or RightAnswers.
- Experience with Airtable and/or Jira for tracking work requests.
- Experience in Telecommunications.
Benefits
- 401(k) with a generous company match
- Comprehensive healthcare
- Life and disability benefits
- Adoption assistance
- Pet insurance
- Discounts on travel and cars
- Flexible vacation with pay
- Seven paid holidays throughout the calendar year
- Up to 160 hours of paid wellness annually
- Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
