Job Title: Director, Knowledge Management, ACX Help Center Experience

Location: Newark, NJ 07102

Duration: 9 months + Contract

Rate: $69 Hourly

HYBRID Role (2 days a week Onsite)

Job Description

As Director of ACX Help Center Experience, you will:

• Project/Product Management - Demonstrate a product-based mindset to deliver value for our customers prioritizing continuous evolution, data-driven decisions, and customer delight. Frame and socialize the product vision for our customer facing help center and knowledge strategy. Define key product KPI's and improve them through a transparent product roadmap of technology and content updates. Maintain and prioritize our project backlog and create strategy documents, project plans and project requirements as needed. Dive deep into every business process and question status quo to improve quality, cost, or time opportunities.
• Technology Advancements Own the performance and enhancement of our help center tools (Salesforce) and internal knowledge center platforms. Explore internal client and external third-party tools to identify and implement the best solutions for client to reduce operational inefficiencies and provide better experiences for representatives and customers.
• Content Lifecycle Management - Establish and oversee knowledge governance and lifecycle management activities for the global knowledge management team. This ensures content is up to date, unique (no redundancies), reusable, and adhering to set standards by our team of dedicated coordinators.
• Team Development - Lead, train, and inspire knowledge management coordinators to deliver their best work in support of business goals. Lead by example and use your superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards.
• Knowledge Management Strategy Lead and create experiments with multi-media content to ensure we are servicing our customers in a modern and delightful manner. Own our overall strategy on how content is delivered and which channel yields the best results. Definite, execute, evaluate and launch experiments to maximize customer and business value.
• Documentation Own the cataloging and creation of overall team documentation. Apply the same design and management principles with our external content to our internal team.
• Collaborate and Innovate Develop relationships with knowledge and content management specialists across the clients network to share best practices and gather inspiration. Create the ideal dissemination of clients reference materials and content to other relevant business partners.

BASIC QUALIFICATIONS

• Experience owning program strategy and end-to-end delivery
• Experience implementing repeatable processes and driving automation or standardization
• Experience working with a global team
• Experience using data and metrics to measure and drive improvements
• Strong interpersonal skills and the ability to build partnerships with key stakeholders
• Ability to lead, teach and develop teams to deliver key organizational goals
• Ability to handle changing priorities and use good judgment when working in stressful situations.
• Ability to work in a fast-paced environment where continuous innovation is desired
• Self-starter capable of taking initiative and working with minimal direction
• Exceptional collaboration, and communication skills.
• Experience supporting global teams
• Bachelor's degree or higher or equivalent experience
• Work experience of minimum 4 years of Knowledge Management, digital self service or product management.
• Has a strong understanding of web best practices including UX/UI, search engine optimization (SEO), A/B testing, and website performance optimization

PREFERRED QUALIFICATIONS

• 5+ years content strategy experience
• Experience with Salesforce Service Cloud and Communities
• Experience in working in an Agile methodology and/or Agile Certification
• Six Sigma Certification
• CKM or CKMP Certification
• Advanced experience using and managing content in knowledge base systems
• Contact center operations management experience including global outsourcing partners
• Experience applying different writing styles, developing standards and templates for highly diverse audiences