Head of Content and Knowledge Management Operations

About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy .
About the Role:
This is a leadership role reporting to our Head of Enablement within CX. Gusto's CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
About the Team:
We seek a dynamic and experienced individual to join our team as the Head of Content and Knowledge Management Operations (CKMO). In this role, you will lead the design, implementation, and continuous improvement of content management for all customer facing and employee facing content. You will be responsible for leading change management and ensuring that our customer service representatives are engaged in this effort, adopt content management best practices, and have access to content to deliver exceptional service experiences to our customers. You are also responsible for delivering simple, easy to consume content in our product to support customer needs and enable AI to serve our customers. Your role is to bring your content and knowledge management operations experience and strong opinions to develop a vision and a strategy that ensures the vision becomes reality.
Here's what you'll do day-to-day:
Content and Knowledge Management Operations Strategy:

• Develop a Content and Knowledge Management Operations Strategy: Develop a strategic vision for content and knowledge management operations that is aligned with the overall goals of the organization. Identify a structure and goals for the program that focus on critical content that supports customer needs and enhances the performance and effectiveness of the customer service team. Your team is responsible to oversee, document, and maintain content and knowledge in a continuous manner.
• Collaborate with Stakeholders: Partner with cross-functional teams, including product, technology, customer service leadership, HR, learning and development, operations, and quality, to align the content and knowledge management operations vision and efforts with business objectives and priorities. Establish a governance framework that fosters collaboration and communication to ensure an effective and comprehensive approach to knowledge sharing.
• Ensure content and knowledge management solutions align with Gusto's brand, culture, values, and competencies.
• Evaluate Program Effectiveness: Develop and implement metrics and methods to evaluate the effectiveness of the content and knowledge management operations program and achievement of top priorities. Collect feedback from participants, managers, and stakeholders to identify areas for improvement and make adjustments as needed. Partner with our AI teams to utilize this technology to drive effectiveness and efficiency.
• Stay Current with Industry Trends: Stay abreast of industry trends, best practices, and emerging technologies in content and knowledge management. Incorporate innovative approaches and tools to enhance the effectiveness and efficiency of the content and knowledge management program. Understand the benefits and appropriate uses of existing and new technology, and understand how they support workflow, search, and user experience.

Team Empowerment:

• Manage content and knowledge management team: Lead and supervise a team of professionals responsible for capturing, updating, and refining knowledge content. Provide guidance, direction, and support to them, ensuring alignment with objectives, consistency in organization and content structure, and adherence to best practices.

Employee and Customer Experience:

• Work cross-functionally with product, technology, customer service and operations to deliver improved experiences for customers and employees
• Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes.
• Learn from, strategize with, and collaborate with other teams across Gusto as you assist in building the framework for this newly emerging team.
• Approach challenges with a Builder mindset, welcoming opportunities to enhance Customer and Employee experiences.

Here's what we're looking for:

• Bachelor's degree in Business Administration or a related field
• 8+ years of experience in leading content and knowledge management programs for both customers and employees
• Proven leadership experience, including managing and developing high-performing teams.
• Strong understanding of adult learning principles, instructional design methodologies, and training delivery techniques.
• Experience designing and implementing comprehensive content and knowledge management operations programs and initiatives.
• Analytical mindset with the ability to assess program effectiveness and measure impact.
• Strategic thinking and ability to align content and knowledge management initiatives with organizational goals and priorities.
• Experience leading and managing distributed teams and programs and have influence management skills.
• Adaptable and good at context switching. You're comfortable flexing between strategy and execution.
• You have organizational agility and can work successfully across a complex environment. You have experience leading content and knowledge management operations teams that support contact centers, operations and customers.
• Demonstrated ability to synthesize the complex - transform multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives. You understand the benefits and appropriate uses of AI and have demonstrated examples of AI use in your background.

Our cash compensation amount for this role is targeted at $ 191,000 to $213,000/ yearly in Denver and most remote locations, and $225,000 to $250,000/yearly in San Francisco and New York . Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-