Knowledge Base Management: Manager

Company Profile

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions. Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team. Finding the right match for this role is a critical aspect of continuing that success.

Overview

We are seeking a motivated and detail-oriented knowledge base management professional to collect, organize, edit, optimize and create content for a digital knowledge base. In this role, you will be responsible for building content for thousands of remote telecommunications workers with that provides users with easy access to answers, guides, FAQs, and support resources, used to solve hundreds of technical issues when at a customer premise. The content will be focused on providing answers, resolving issues, and promoting self-service for users.

The information collected will need to be organized and standardized. A content maintenance plan will need to be developed. You will coordinate across many internal teams to gather and standardize the content. And collaborate with a variety of workstream SMEs to ensure the content fulfills the needs of the users and is built to function optimally within the knowledge base platform.

Responsibilities:

• Provide users with easy access to answers, guides, FAQs, and support resources, often used in customer support or internal knowledge sharing.
• Ensure content structure is organized around user queries with tagging, topic categorization, and search optimization for quick, precise access to information.
• Create a user experience and taxonomy that is designed with a simple, intuitive interface, often featuring search bars, article suggestions, and feedback options (e.g., "Was this article helpful?").
• Create tests to pilot content. Review analytics to track popular topics, frequent user queries, and refine content plan as needed.
• Collaborate with various teams to gather content requirements and ensure accuracy and consistency of information
• Create and enforce content governance standards, including content guidelines, style guide, and best practices
• Coordinate with developers to ensure content is displayed correctly and optimized for users
• Facilitate standardization of content across departments and geographic areas, ensuring the technical protocols are accurately described to the end users.
• Review and edit content for grammar, spelling, clarity, and consistency
• Stay up-to-date with industry trends and best practices in knowledge base management
• Develop project plan and roadmap for executing engagement.
• Provide executive level status reports in PPT, email and video calls.

Requirements

• Bachelor's degree in English, Communications, or a related field
• Experience working in telecommunications required with specific knowledge of technical activities conducted by field personnel servicing customer accounts
• 5+ years of experience in content development, knowledge base management or a similar role
• Excellent written and verbal communications skills. Experience developing taxonomies.
• Must have proficient PPT and project management skills
• Strong attention to detail and ability to meet tight deadlines
• Knowledge of best practices in translating materials to foreign languages and/or more inclusive and accessible formats
• Experience with project management tools and collaboration platforms
• Ability to work independently as well as collaboratively in a team environment
• Highly organized and self-motivated

Compensation

For individuals assigned and/or hired to work in Colorado, Sand Cherry Associates is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the State of Colorado and takes into account a wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. This is a consulting engagement, with an hourly range of $65-$80. Years of experience, level of education, geographic location, unique skills/qualifications for the specific role and potential certifications can be key factors in the final compensation for this role.

Our team is unique — we are passionate about what we do. At Sand Cherry, our Consultants know they are impacting and shaping our clients’ industries. We recognize our employees for their contributions. Our culture is one of the most friendly and communicative in the consulting industry. Sand Cherry is not a top-heavy organization. We offer the opportunity to be part of a digital workforce. Discover the experience that only comes with self-responsibility in the workplace. Our team members manage their own workloads and are expected to deliver exceptional work for our clients. Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients.