Sr. Manager, Partner Knowledge & Documentation
- Location SAN BRUNO, CA
- Career Area Project and Program Management - PMO
- Job Function Project and Program Management
- Employment Type -
- Position Type -
- Requisition 1116577BR
What you'll do at
The Senior Manager of Partner Knowledge & documentation is responsible for the development & creation of all Partner facing documentation & materials including, but not limited to email, program or policy language, surveys & partner portal verbiage. In addition to standardizing our go to market voice and Marketplace brand positioning, you will own the strategic direction of our Partner facing Knowledge Management environment and its continual evolution with the goal of delivering highly intuitive, exceptionally useful self-help solutions. This role requires a well-developed business acumen & must be highly effective in both day to day execution as well as defining & delivering against longer term strategic initiatives.
Requires close partnership with numerous internal business, technology & product teams, including especially close relationships with Partner Support & Legal. When appropriate, drives alignment across the business to ensure partner facing business units have absolute clarity & awareness on partner communications (e.g. call center, services centers, Category teams etc.)
• End-to-end ownership of all content aspects of Knowledge Management ecosystem
• Define success metrics and leverage analytics as well as user feedback to continually monitor knowledge management performance & drive continual improvement
• Develop knowledge management strategies and operational processes to improve the learning and performance of users
• Develop & establish mechanisms that fully support all aspects of the knowledge management life-cycle, including knowledge creation, storage, organization & distribution
• Front line user communications, including email, video, Webinars, in-context solutions, chat support, etc
• Manage a team responsible for daily Knowledge Management Activities such as:
• Communications Workflow Management: Intake, Publication, QC and Maintenance
• Knowledge Management Administration: End User Feedback, Workflow Administration, Data Architecture (taxonomy, metadata, tuning), Governance, Communications, Reporting
• Demonstrated leadership experience and a history of productive collaboration & influence across all levels of an organization
• Outstanding written & verbal communication
• Excellent analytical, problem-solving and project leadership skills
• Obsession for creating & delivering exceptional customer experiences
• Certifications (preferred, but not required): Knowledge Management CKM/CKP, Knowledge Centered Support-KCS, Metadata and Taxonomy
• Certifications in: Knowledge Management CKM/CKP, Knowledge Centered Support-KCS, Metadata and Taxonomy
• Practical experience in Customer Service, Operations & technology environments
• Background and/or certifications in continual improvement methodologies – i.e. Six Sigma
"My favorite part of the day is talking with my team while drinking coffee and eating a donut."
Hello, Silicon Valley
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All the benefits you need for you and your family
- Multiple health plan options
- Vision & dental plans for you & dependents
- Associate discounts in-store and online
- Financial benefits including 401(k), stock purchase plans and more
- Education assistance for Associate and dependents