Knowledge Centered Service Program Manager

The Knowledge-Centered Service Program Manager champions the Knowledge-Centered Service (KCS) methodology within the organization to enhance knowledge sharing, improve service efficiency, and drive customer satisfaction. This role involves managing the lifecycle of knowledge articles, training staff on KCS practices, and ensuring the continual improvement of the knowledge base. The Knowledge-Centered Service Program Manager collaborates with various teams to integrate knowledge management into support operations and fosters a culture of knowledge sharing.

In this role you will

• Contribute to the development of the overall knowledge management strategy and goals.
• Develop and maintain KCS standards, processes, and best practices in alignment with organization s strategic objectives, to ensure consistency and effectiveness.
• Train and support service teams on KCS practices and the effective use of the knowledge base.
• Oversee the creation, review, and maintenance of knowledge articles to ensure accuracy, relevance, and accessibility.
• Work closely with support, product experts, and other stakeholders to encourage the collaborative creation and sharing of accurate, current, and comprehensive knowledge.
• Continuously improve tools and technologies to support efficient knowledge capture, retrieval, and usage.
• Ensure the knowledge base meets customer needs by gathering feedback and making necessary adjustments.
• Work closely with third party federated search provider to continuously improve the search experience for support and customers.
• Foster a knowledge-sharing culture by recognizing and rewarding contributions from team members.
• Analyze data to identify knowledge gaps, opportunities for improvement, and areas of success.
• Monitor key performance indicators (KPIs) related to knowledge management, such as article usage, quality, and contribution rates.
• Provide regular updates to management and stakeholders on the progress and impact of KCS initiatives.

You've got what it takes if you have

• Bachelors degree in Information Management, Business Administration, or related field.
• At least five (5) years of experience in knowledge management with a deep understanding of Knowledge Centered Support (KCS) principles and methodologies.
• Proficiency in knowledge management tools and platforms. (eg., Salesforce, ServiceNow, Confluence, SearchUnify, Knowbler, etc).
• A proven track record of working effectively with cross-functional teams to influence change and foster a culture of continuous improvement.
• A strong understanding of support needs and challenges in a customer-centric environment.
• Proven ability to thrive in high-paced environments, managing multiple priorities effectively.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• KCS v6 certification preferred but not required.