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Dir, Knowledge Management, ACX Help Center Experience
2 months ago
Director, Knowledge Management, ACX Help Center Experience (TEMP)
At client, we harness the power of storytelling to transform lives. We collaborate with top creators to share audio stories with millions globally, fostering an inspiring and diverse environment.
ABOUT THIS ROLE
The Director of Knowledge Management for the ACX Help Center will drive the success of the client's Help Center site, implementing a comprehensive strategy to enhance user experience and maintain content quality. This role involves collaboration with SEO, marketing, product, and engineering teams to optimize help center performance and improve customer experience.
As a champion of data collection and knowledge-sharing, you will foster a collaborative culture across the client's global operations, ensuring effective processes for managing and delivering knowledge.
ABOUT YOU
You are customer-focused, bright, bold, passionate, and agile. You understand customer needs and drive innovative solutions. You thrive in fast-paced environments and prioritize quick actions and continuous improvement.
Key Responsibilities:
- Project/Product Management: Maintain a product mindset, define KPIs, manage project backlogs, and enhance customer value.
- Technology Advancements: Optimize help center tools (Salesforce) and explore solutions to reduce inefficiencies.
- Content Management: Oversee knowledge governance to ensure content is accurate, unique, and reusable.
- Team Development: Lead and inspire knowledge management coordinators to uphold content standards.
- Knowledge Strategy: Experiment with multi-media content delivery to enhance customer service.
- Documentation: Manage team documentation and content dissemination.
- Collaboration: Build relationships with Amazon content specialists to share best practices.
BASIC QUALIFICATIONS
- Proven experience in program strategy and delivery.
- Experience driving automation and standardization.
- Strong data-driven decision-making skills.
- Excellent interpersonal and leadership abilities.
- At least 4 years in Knowledge Management or related fields.
- Understanding of web best practices, including UX/UI and SEO.
PREFERRED QUALIFICATIONS
- 5+ years in content strategy.
- Experience with Salesforce Service Cloud.
- Agile methodology knowledge.
- Six Sigma and CKM/CKMP certifications are a plus.
- Experience in contact center operations management.
- This role is an exciting opportunity to shape the future of client's Help Center and enhance the customer experience
