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Knowledge Management Director

1 month ago

Newark, Delaware, United States GTT, LLC Full time
Job Overview

Global Technical Talent (GTT, LLC) is seeking a highly skilled Knowledge Management Director to lead our knowledge strategy and drive customer delight. As a key member of our team, you will be responsible for managing the ACX Help Center site, improving its user experience, and ensuring content quality.

Key Responsibilities:

  • Develop and implement an enterprise-wide knowledge management strategy.
  • Lead content creation, lifecycle management, and governance.
  • Manage and improve knowledge base systems.
  • Own performance and enhancement of help center tools (Salesforce).
  • Lead and train a knowledge management team.
  • Collaborate with cross-functional teams (SEO, UX/UI, Engineering, Product).
  • Champion data-driven decision-making and continuous improvement.

Requirements:

  • 4+ years of knowledge management, digital self-service, or product management experience.
  • Strong understanding of web best practices (UX/UI, SEO, A/B testing, website performance).
  • Experience with Salesforce Service Cloud and Communities (preferred).
  • Excellent leadership, communication, and collaboration skills.
  • Experience managing global teams and diverse audiences.
  • Ability to work in a fast-paced, results-oriented environment.

Benefits:

  • Competitive salary and benefits package.
  • 401k Retirement Fund.
  • Hybrid work model (work from hub or home).
  • Opportunity to work in a dynamic and innovative industry.

Keywords: Knowledge Management Director, ACX Help Center, audiobook, customer experience, content strategy, data-driven, leadership, SEO, Salesforce, hybrid work, technology, healthcare, IT, career opportunities.