Director of Knowledge Management

2 days ago


Newark, United States Systemart, LLC Full time

BASIC QUALIFICATIONS

• Experience owning program strategy and end-to-end delivery

• Experience implementing repeatable processes and driving automation or standardization

• Experience working with a global team

• Experience using data and metrics to measure and drive improvements

• Strong interpersonal skills and the ability to build partnerships with key stakeholders

• Ability to lead, teach and develop teams to deliver key organizational goals

• Ability to handle changing priorities and use good judgment when working in stressful situations.

• Ability to work in a fast-paced environment where continuous innovation is desired

• Self-starter capable of taking initiative and working with minimal direction

• Exceptional collaboration, and communication skills.

• Experience supporting global teams

• Bachelor’s degree or higher or equivalent experience

• Work experience of minimum 4 years of Knowledge Management, digital self service or product management.

• Has a strong understanding of web best practices including UX/UI, search engine optimization (SEO), A/B testing, and website performance optimization


PREFERRED QUALIFICATIONS

• 5+ years content strategy experience

• Experience with Salesforce Service Cloud and Communities

• Experience in working in an Agile methodology and/or Agile Certification

• Six Sigma Certifcation

• CKM or CKMP Certification

• Advanced experience using and managing content in knowledge base systems

• Contact center operations management experience including global outsourcing partners

• Experience applying different writing styles, developing standards and templates for highly diverse audiences



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