Regional Knowledge Management Manager

Job Description

Responsibilities

• As a Regional Manager you will be leading an on-site and virtual team of high-performing, passionate and multi-cultural/lingual knowledge management rockstars. You are responsible for managing the day-to-day operations as well as overseeing the delivery of business initiatives in your area.
• You will be a key stakeholder in identifying, quantifying and resolving business inefficiencies and developing a course of action to resolve knowledge needs.
• You understand the impact and importance of operational change management and continuous improvement and are armed with great project, process and information management know-how and can use your skills to increase operational efficiency.
• Your team includes high-performing and determined KM affectionados across different locations - your goals are to enable and mentor them, provide guidance and career development and ensure agreed objectives are delivered to or beyond expectations.
• You are supporting the Global Manager and Program Manager in delivering the overarching knowledge strategy as well as provide feedback to regional needs and requirements.
• Manage a regional, highly efficient and determined knowledge management team, prioritize tasks and allocate resources adequately. Lead by example (get your hands dirty!).
• Performance manage and measure adherence to our content and information management standards as well as SOPs.
• You are accountable for rallying your team and ensuring agreed project goals are being achieved. You are a problem solver and love tackling a good challenge, hence are well capable of applying the appropriate course correction should a project get off track.
• You are part of a global team and work closely with your counterparts in other regions and the Global Program and Services Delivery Manager to identify, prioritize and deliver continuous improvement initiatives which further improve knowledge/content consumption.
• You are accountable for maintaining the internal knowledge platforms and agent knowledge/content repositories for our global Community Support teams - incl. Tax & Legal, Payments and our Trust & Safety organization.
• You ensure all agent knowledge/content repositories are updated in line and according to business and operational changes.
• You leverage data to help you plot your regional improvement initiatives. You work closely with our Data & Insights function to measure knowledge/content and editor performance. You love and leverage data to prioritize tasks and educate other teams about region and site performance.
• Participating and contributing in business reviews; you are responsible for informing BPOs and BPO management and cross-functional partners about the performance of our knowledge platforms, impending changes as well as collect feedback that contribute to enhancing our processes and tools.
• You must build and maintain key relationships with Community Support, BPO Vendors, and cross-functional teams, incl. Business Process Management, Training and Quality Management, localization team as well as Support Product and other product teams.

Qualifications

• Highly developed leadership skills and experience managing a multicultural global team.
• Outstanding interpersonal and cross-functional leadership skills and ability to influence across various leadership levels
• Strong communication skills that engage stakeholders
• Creates and nurtures morale and spirit by sharing wins and successes. Fosters open dialogue. Creates a feeling of belonging by encouraging the development of relationships.
• Strong understanding of knowledge & content management strategies, principles and best practices
• Deep understanding of Customer Operations
• Strong business acumen, including problem solving and critical thinking skills
• Analytical thinking and ability to make decisions based on insights and analytics
• Strong Project Management skills
• Strong work ethic and initiative.
• Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment.
• Frequent travel required (up to 20%)
• Role model core values to colleagues and direct reports in how you do your job each day
• Ability to explain complex concepts in layman's language

Requirements

• 8+ years experience in an Operations environment with at least 3+ in a leadership position. This is preferably within a Customer Operations team.
• Experience in delivering global projects and programs, such as continuous improvement initiatives which positively impact CS performance metrics.
• In-depth knowledge of customer service and contact center operations, experience working in a multicultural, multilingual global organization.
• In-depth knowledge working with various CMS / KMS (such as Zendesk, Salesforce, Kana, Contentstack, Acquia/Drupal, etc.).
• Experienced content manager with practical knowledge of CSS, HTML, JavaScript.
• Keenly aware and operated within common Knowledge Management frameworks (KCS, ITIL, etc.). KCS or ITIL certification a plus.
• Has delivered content and knowledge management projects, i.e. delivered/co-delivered a knowledge strategy, developed and released knowledge platforms.
• Worked with/led a diverse, cross-functional team either in a project management function or direct people management role.
• Proven experience in operationalizing knowledge and content management.
• Track record of people development, employee engagement and people manager skills
• Given the global extend of the regions covered, fluency in English, spoken and written, is required.