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Director Knowledge Management u0026 Strategy

Location
Philadelphia, PA

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u003Cpu003Eu003Cspan style=font-size:12.0px\u003Eu003Cspan style=font-family:arial, helvetica, sans-serif\u003E**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..u003C/spanu003Eu003C/spanu003Eu003C/pu003Eu003Cpu003Eu003C/pu003E u003Cbru003Eu003Cbru003Eu003Cpu003Eu003Cstrongu003ESUMMARYu003C/strongu003Eu003C/pu003Eu003Cpu003Eu003Cspan style=font-family: calibri font-size: mso-fareast-font-family: mso-fareast-theme-font: minor-latin mso-bidi-font-family: new roman mso-ansi-language: en-us mso-fareast-language: mso-bidi-language: ar-sau003Eu003Cfont color=#000000\u003E**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..u003C/fontu003Eu003C/spanu003Eu003C/pu003Eu003Cpu003Eu003C/pu003Eu003Cpu003EResponsible for all content in Einstein 360, and the internal and external teams that manage the daily operations of content authoring, publishing and auditing. Overarching goal of ensuring that the content published in Einstein is easy to understand, accurate, current and most of all easy to find through an Einstein search. Includes ongoing governance of content requests via the Content Intake Request (CIR) and Feature Promotion Request (FPR) processes. Manages audits to ensure content is current and accurate. Works with channel owners to optimize content for specific topics including X1 and Policies.u003C/pu003Eu003Cpu003Eu003C/pu003Eu003Cpu003EWorks in close partnership with internal teams, especially the National Customer Service Employee Communications team and the Division Knowledge Management teams. Works cross-functionally when appropriate to ensure content alignment across frontline employee facing channels (e.g. call center, services centers, technicians, business services, etc.). Responsible for driving the strategic evolution of the Knowledge Management environment, including Virtual Agent integration, Persona / Content Strategy work, and overall Platform strategy.u003C/pu003Eu003Cpu003Eu003C/pu003Eu003Cpu003Eu003Cstrongu003EQUALIFICATIONSu003C/strongu003Eu003C/pu003Eu003Culu003Enu003Cliu003EEnd-to-end ownership of all aspects of Einstein Knowledgeu003C/liu003Enu003Cliu003EDefining success metrics and using analytics as well as user feedback to continually monitor knowledge management performance, optimize the program, and refine approachesu003C/liu003Enu003Cliu003EDevelopment of knowledge management strategies and operational processes to improve the learning and performance of users and customersu003C/liu003Enu003Cliu003ELeading engagements with senior stakeholders/leadership to strategize and establish mechanisms that fully support all aspects of the knowledge management life-cycle, including knowledge creation, acquisition, storage, organization, distribution, sharing, and applicationu003C/liu003Enu003Cliu003EResponsible for frontline user communications, including the use of videos, relating to desktop tools, in the context of driving Tools Adoption.u003C/liu003Enu003Cliu003ESupport for the incorporation of Persona into all applicable contentu003C/liu003Enu003Cliu003EDeveloping organizational strategies that encompass the innovative application of emerging technologies i.e. Virtual Agentsu003C/liu003Enu003Cliu003EManage a team responsible for daily Knowledge Management Activities such as:u003Culu003Enu003Cliu003ECommunications Workflow Management: Intake, Publication, QC and Maintenanceu003C/liu003Enu003Cliu003EKnowledge Management Administration: End User Feedback, Workflow Administration, Data Architecture (taxonomy, metadata, tuning), Governance, Communications, Reportingu003C/liu003Enu003C/ulu003Enu003C/liu003Enu003C/ulu003Eu003Cpu003Eu003C/pu003Eu003Cpu003Eu003Cstrongu003ERESPONSIBILITIESu003C/strongu003Eu003C/pu003Eu003Culu003Enu003Cliu003ERequires demonstrated leadership experience driving cross-functional initiativesu003C/liu003Enu003Cliu003ERequires outstanding communications and a history of productive collaboration across multiple levels of company personnelu003C/liu003Enu003Cliu003EExcellent analytical, problem-solving and project leadership skillsu003C/liu003Enu003Cliu003EExcellent written presentation, verbal and interpersonal skillsu003C/liu003Enu003Cliu003EStrong organizational and time management skillsu003C/liu003Enu003Cliu003EStrong Microsoft Office toolset skills (i.e., Word, Excel, PowerPoint)u003C/liu003Enu003Cliu003EOperations experience with a strong technical aptitudeu003C/liu003Enu003Cliu003EA passion to transform our customer experience and employee experienceu003C/liu003Enu003Cliu003EStrong organizational skills, follow through and demonstrated leadershipu003C/liu003Enu003Cliu003EAbility to champion Knowledge Management to Executive leadershipu003C/liu003Enu003Cliu003ESelf-starter that uses creative problem solving skills to resolve issuesu003C/liu003Enu003Cliu003EStrong customer-service orientation toward internal and external customersu003C/liu003Enu003Cliu003EAbility to communicate and connect with all levels of the organizationu003C/liu003Enu003Cliu003EAbility to use personal influence to build positive working relationshipsu003C/liu003Enu003Cliu003EAbility to negotiate to a win-win resolution for all partiesu003C/liu003Enu003Cliu003EExceptional attention to detailu003C/liu003Enu003Cliu003ETeam player with a can-do attitudeu003C/liu003Enu003Cliu003EAbility to progress multiple projects in parallelu003C/liu003Enu003Cliu003EAbility to use and analyze data to identify process improvement opportunitiesu003C/liu003Enu003Cliu003EStrong problem solving and critical thinking skillsu003C/liu003Enu003Cliu003EStrong and effective verbal and written communication skills, specifically related to business and technical writing ability to tell the story\u003C/liu003Enu003Cliu003EBachelor's degree or equivalent experience.u003C/liu003Enu003Cliu003E10 plus years of experienceu003C/liu003Enu003Cliu003ECertifications (preferred, but not required): Knowledge Management CKM/CKP, Knowledge Centered Support-KCS, Metadata and Taxonomyu003C/liu003Enu003Cliu003EMinimum of 4 years hands-on Knowledge/Content Management experience required.u003C/liu003Enu003Cliu003EPractical experience in Customer Service, Operations, Content Management Systems, Web Development, Technology Platformsu003C/liu003Enu003Cliu003ECable, telecommunications, technology industry and call center management experience a plus.u003C/liu003Enu003C/ulu003Eu003Cpu003Eu003C/pu003E u003Cbru003Eu003Cbru003Eu003Cpu003Eu003C/pu003Eu003Cpu003Eu003Cspan style=font-size:12.0px\u003Eu003Cspan style=font-family:arial, helvetica, sans-serif\u003E**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employeru003C/spanu003Eu003C/spanu003Eu003C/pu003E,datePosted:2018-07-12,employmentType:FULL_TIME,industry:Telecommunications,hiringOrganization:{@type:Organization,name:**MEMBERS ONLY**SIGN UP NOW***.},identifier:{@type:PropertyValue,name:**MEMBERS ONLY**SIGN UP NOW***.,value:261129_192241356},jobLocation:{@type:Place,address:{@type:PostalAddress,addressCountry:US,streetAddress:,addressLocality:Philadelphia,addressRegion:PA,postalCode:19103}}}

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