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Director of Knowledge Management

1 month ago

newark, United States High Bridge Consulting LLC Full time

Director, Knowledge Management, ACX Help Center Experience (TEMP)


Our client, a major marketing technology and entertainment company is looking to hire a Director for its ACX Help Center. This is a hybrid role based out of Newark, NJ


Key Responsibilities:

  • Implement enterprise-level Help Center strategy across all surfaces
  • Improve user experience and performance metrics
  • Ensure exceptional content quality and maintenance
  • Collaborate with cross-functional teams to deliver best practices
  • Champion data-driven decision making and knowledge governance


You Are:

  • Customer obsessed
  • A strategic thinker with strong analytical skills
  • Bold and innovative, challenging the status quo
  • Passionate about driving excellence
  • Agile with a bias for action


You Will:

  • Own product vision and KPIs for customer-facing help center
  • Lead technology advancements and content lifecycle management
  • Develop and inspire a global knowledge management team
  • Create and execute innovative content delivery strategies
  • Collaborate across Amazon to share best practices


Requirements:

  • 4+ years experience in Knowledge Management, digital self-service, or product management
  • Proven track record in program strategy and end-to-end delivery
  • Strong data analysis and process improvement skills
  • Experience leading global teams
  • Bachelor's degree or equivalent experience


Preferred:

  • Salesforce Service Cloud expertise
  • Agile methodology experience
  • Content strategy background (5+ years)
  • Six Sigma or CKM/CKMP certification