Knowledge Manager, Customer Care Division (Digital Media)
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Knowledge Manager, Customer Care Division (Digital Media)
Ref No.: 14-01814
Location: Newark, New Jersey
Position Type:Direct Placement
Start Date: 10/09/2014
About You
The Knowledge Manager facilitates a means for timely access to relevant knowledge for our customer service employees, enhancing the knowledge environment by developing knowledge as a global company asset, and fostering a culture that embraces learning, sharing, and collaboration. They will manage our current internal and external knowledge management system as well as create best practices for future knowledge distribution. This role will be responsible for working with the global customer care teams to create an outstanding agent experience while reviewing processes, documents and identifying knowledge improvements to support our agents.

Key Responsibilities
  • Will develop, maintain and continually improve, knowledgebase content, processes for managing content, and the processes around the creation and use of content.
  • Champion the knowledge management initiative and provide support for its continued adoption and engagement throughout the company.
  • Own the performance and maintenance of our help center
  • Ability to manage/influence multiple skill levels globally.
  • Management of knowledge lifecycles, including retirement and renewal of knowledge articles.
  • Provide key reporting tools and processes to monitor and promote the use and creation of customer service content.
  • Work directly with internal stakeholders to ensure effective development and use of knowledge.
  • Collaborate on, and maintain, a global road-map for knowledge management and the continual evolution of the knowledgebase and knowledge process.

Basic Qualifications
  • 3+ years of Knowledge Management experience in the customer service industry
  • Ability to perform to expectations in a fast paced and ever-changing environment
  • Must be a team player who is self motivated with a sense of urgency to succeed
  • Goal driven, target orientated, and able to step back and look at the bigger picture
  • Ability to deep dive/analyze customer related data
  • Excellent oral, written and interpersonal skills
  • Strong knowledge of standard customer care processes and techniques
  • Dedication to providing exceptional customer service
  • Bachelor's degree or higher
Preferred Qualifications
  • Minimum 5 years of experience in a customer support environment, preferably including maintenance of knowledge tools.
  • Knowledge Management industry certifications, such as KCS, CKMP and CKM, are highly desirable.
  • Must demonstrate a high degree of organizational and analytical thinking.
  • Must be self-motivated and able to work with limited direction.
  • Must possess strong demonstrated skills in HTML