Knowledge Centered Services Program AND Team Manager

3 days ago

Stamford, Connecticut, United States Motorola Solutions Full time
Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview
Motorola Fixed Video provides trusted security solutions to the global market. This division of Motorola comprises the Pelco and Avigilon brands. Together, they design, develop, and manufacture video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Our solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.
Job Description

Motorola Solutions is building talent pipelines to meet future hiring demands. This is a pipeline role, while there is not an immediate opening, we want to build relationships with prospective candidates like you. If your background is a match to our requirements, we'll follow up with an exploratory conversation.

Position Overview

Motorola Fixed Video is seeking a motivated Manager to lead our Knowledge Management Team and he Knowledge Centered Services (KCS) program. This is a full-time position with two phases:

Phase 1: Manage our established VSA KCS Program and team for parental leave coverage, approximately 61 weeks.

Phase 2: Lead one of our growing knowledge teams in our sibling support organization (Motorola Solutions CMSO) and help build their KCS Program.

Responsibilities:
  • Manage the Knowledge Team and KCS Program.
  • Support and expand the KCS Program in VSA and across brands, including new acquisitions.
  • Develop a quality program for knowledge and establish a consistent voice & tone approach for the team.
  • Expand our Knowledge Domain Expert (KDE) Program to ensure our knowledge base is curated and grows, filling knowledge gaps and ensuring consistency.
  • Direct the evolution the KCS Coaching Program.
  • Expand our approach to analytics & how we measure effectiveness of KCS.
  • Act as a representative of Knowledge, Customer Experience, and Customer Communities across all brands and expansions.
Preferred Skills and Experience:
  • Experience in leading with a collaborative and team-oriented approach that promotes cooperation and inspires others to join.
  • Ability to manage teams while navigating priorities and meeting deadlines.
    Quick learner who is detail-oriented, analytical, and highly organized with the ability to multitask effectively.
  • Experienced in analytics, gathering key business and user insights.
  • Project or program management experience.
  • Skilled with Salesforce Knowledge, Service, and Experience Clouds.
  • Experience working with agile teams.
Your competitive advantages
  • KCS Practices Certification.
  • Understanding of the Salesforce Knowledge Data model.
  • Experience establishing effective reporting practices for KCS support organizations.
  • Track record of implementing SEO best practices for knowledge programs.

Preferred Qualifications

  • Bachelor's Degree
  • Experienced manager, preferably of knowledge management teams.
  • 2 years experience in documentation writing, knowledge base management or technical content creation/management.
  • Previous leadership or management of KCS programs in technical support or call center environments.
  • Analytical experience to gather key business and user insights.
  • Excellent verbal and written communication skills.

This position is a remote position and candidates can be located anywhere in the US.

#LI-TW1

#LI-REMOTE

Basic Requirements
  • Bachelor's Degree and 2 years experience in documentation writing, knowledge base management or technical content creation/management.
  • OR 5+ years experience in leadership or management of KCS programs in technical support or call center environments.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No

Our U.S.Benefitsinclude:

  • Incentive Bonus Plans
  • Medical, Dental, Visionbenefits
  • 401K with Company Match
  • 9 Paid Holidays
  • GenerousPaidTime Off Packages
  • Employee Stock Purchase Plan
  • PaidParental & Family Leave
  • and more

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.

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