Program Manager KCS

Work Area: Customer Service and Support
Expected Travel: 0 – 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

[successful German software company]

Job Overview:

The [company] Global Services Knowledge team is looking for a Program Manager who is passionate about KCS, knowledge management, enabling customer self-service, and improving our teammates’ ability to find and use knowledge to solve problems quickly and easily. We are rolling out the KCS methodology to [company] support teams around the globe, and our charter for the coming year and beyond is to expand its reach and effectiveness to the rest of the business. So, if you’re looking for the opportunity to have a major impact at [company], come join our team!

This [city]-based Program Manager is pivotal to the success of KCS, working with the head coach and coaching hierarchy and any employee practicing KCS, capturing suggestions and concerns, and then driving changes and improvements to the program. The PM will also assist local teams in the day-to-day practice of KCS, including adopting process changes and enhancements. The Program Manager will ensure managers, supervisors, and employees have access to KCS-related metrics and know how to optimize content and performance based on that data. The Program Manager will assist the broader Knowledge team in monitoring the health of our Knowledge Base, identify gaps or errors, and create, edit, or delete articles as appropriate. This role will work closely with various internal stakeholders across teams to enhance the company’s overall knowledge environment, collaborate on cross-departmental content strategies, and help realize content best practices. The Program Manager will also be tasked with various projects having to do with expanding and growing KCS worldwide. The ideal candidate has excellent communication and organizational skills, is approachable, proactive, detail-oriented, and enjoys working in a fast-paced environment.

Responsibilities:

• Enable and strengthen the integration of [company] organizations into the content creation and maintenance practices of KCS
• Work closely with the country/region head coaches and coaching hierarchy to identify and drive program improvements
• Leverage KCS expertise and incorporate feedback into KCS to improve tools and processes
• Coordinate regularly with the key program PM team and other Knowledge team members
• Capture, track, manage, and communicate the status of tasks and deliverables in a timely manner, including timelines and potential risks
• Develop an expertise in data analytics and reporting using our internal tools
• Employ user data and feedback to continually improve and optimize Knowledge Base content
• Assess articles against content standards and proper spelling, grammar, and tone, reporting results to coaches and analysts
• Ensure quality coaching is occurring in your country/region
• Provide KCS coaching to coaches, analysts, supervisors, and managers as needed
• Attend, and lead if needed, regular meetings with coaches and managers
• Work with the PM team to ensure rollouts in your country/region are well supported
• Own the marketing of KCS—including any process improvements, such as intelligent swarming—within your country/region and collaborate on global marketing and communication efforts
• Assist in developing and managing [company]’s internal Knowledge Domain Expert (KDE) network

Qualifications:

Education, experience & training required:

• Bachelor’s degree or equivalent
• 3+ years of relevant project experience, with direct responsibility for project coordination, risk management, and change management practices; or 3+ years of customer support experience
• KCS v6 training and/or certification strongly desired
• Strong communication skills, both written and verbal
• Previous work experience in a fast paced, high-growth environment
• Ability to pass a background check

Job-specific knowledge & skills:

• Demonstrated interpersonal, collaborative, and relationship-building skills
• Ability to interact positively at all levels across the company and work with a variety of employees cross-functionally, and all levels of management, including Director, VP, and Senior Executives
• Ability to lead small and enterprise-wide engagements, facilitate meetings, facilitate training sessions, and effectively manage escalations
• Crisp critical thinking skills, courage of conviction, and the ability to challenge thought processes productively, while maintaining healthy and productive relationships and partnerships
• Self-starter, flexible, and adaptable
• Ability to manage multiple projects in a fast-paced, deadline-driven environment
• Occasional travel, up to 10%

Value competencies: The ideal candidate will display:

• Passion for evangelizing and driving towards the future of knowledge management
• Passion for and responsibility to the customer
• Leadership through innovation in everything you do
• Passion for what you do and a drive to improve
• A relentless commitment to win
• Personal and corporate integrity

WHAT YOU GET FROM US

[Description of company’s benefits.]