Lead, Knowledge Management

Lead knowledge management expert to join Customer Service team, creating and maintaining documentation for customer support, populating Support site with informational articles, and leading large cross-functional projects to improve knowledge metrics. Collaborate with various teams to achieve goals, drive content operations, and utilize AI to drive knowledge improvements.

Requirements

• 5+ years of experience in Knowledge Management or adjacent industries
• Experienced with technical writing and continuous improvement methodologies
• Extensive experience documenting and updating knowledge processes and taxonomies
• Program and project management experience with PMI methodologies
• Experience working with a global team across several time zones
• Experience with multiple CMS and KMSs (Guru and Sanity are a plus)
• Vendor management and RFI/RFP process experience