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Knowledge Management Specialist

2 months ago

Broomfield, Colorado, United States Hunter Douglas Full time
Job Title: Knowledge Manager

At Hunter Douglas, we're seeking a highly skilled Knowledge Manager to join our team. As a key member of our Customer Support organization, you'll be responsible for building awareness, engagement, and understanding of our knowledge-centered service (KCS) structure.

Key Responsibilities:
  • Develop and execute a best-in-class knowledge management practice that incorporates industry best practices and meets the needs of our Customer Support team and customers.
  • Articulate the value of a KCS methodology and execute the tactics required to incorporate it into our organization.
  • Manage the roadmap for our Knowledge Management team to ensure that every customer interaction ends successfully.
  • Maintain and develop our Salesforce Knowledge Management system, including article record types, content taxonomy, categories, and topics.
  • Own the performance management for the KM solution, measuring usage and adoption, case deflection rates, and identifying gaps through search and feedback.
  • Communicate quantitative and qualitative results of the KM strategy.
  • Partner with cross-functional teams to develop the overall content management strategy for HDNA and the Customer Experience organization.
  • Continually re-evaluate priorities, requirements, and gaps for knowledge management, managing KM Specialists who can execute the practice and promoting the overall vision.
Requirements:
  • Bachelor's degree in a relevant field from a four-year college or university preferred.
  • Five years of experience in an area related to knowledge management strategy, information, and editorial, required.
  • 5+ years experience in a formal Knowledge Management position(s)
  • Knowledge-Centered Service (KCS) awareness and understanding — certification a plus
  • 5+ years experience using knowledge management software applications – preferably Salesforce or solutions such as Zendesk, Intercom, Oracle, Confluence, SharePoint, etc..
  • MS Office and/ or Google Workplace suite of applications
  • 5+ years experience in managing large and complex projects and programs, change management, and working across functions and with multiple stakeholders
  • 5+ years of experience related to content management and writing/ publishing skills of technically oriented materials
What We Offer:
  • Annual base salary range: $96,000.00
  • Bonus target range: 20-25%
  • Generous benefits package including medical, dental, vision, life, disability
  • A company culture that prioritizes internal development and professional growth
  • Time off with pay
  • 401(k) plan with a degree of employer matching
  • Paid parental leave
  • Wellness programs and product discounts

We're an Equal Opportunity Employer and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.