Manager, Knowledge-Centered Service

How you will make an impact: 
The Manager of Knowledge-Centered Service will be responsible for the creation, adoption and maintenance of the Knowledge Management framework implemented across Strata. This includes both strategy and execution of the program; develop knowledge roadmap, prioritize work areas, and ensure delivery of knowledge articles.  

The manager will create a seamless exchange of knowledge across customer support and other departments where applicable. The manager will be responsible for promoting best practice methodologies for team members to create documentation for internal troubleshooting and customer self-service opportunities. This role will be responsible for the continued development and implementation of strategies, process, and tooling to help meet and exceed Strata’s support team goals.  

The responsibilities of this role include: 

• Develop, implement, and continuously improve the KCS strategy across Strata Support and our customers.  
• Collaborate with Director of Support to develop and maintain a KCS Roadmap and provide regular updates to Leadership. 
• Create roll-out plan for Support driven document creation and curation including best practice documentation standards, direction, and on-going mentorship to expand internal and external knowledge.  
• Provide KCS training and ongoing coaching across all Support teams; collaborate with learning and development teams to create training programs that enhance KCS skills and knowledge-sharing culture. 
• Build and drive the culture of knowledge sharing within Support and serve as the advocate to promote adoption for KCS initiatives. 
• Foster collaboration between support teams, product teams, and other stakeholders to ensure knowledge is shared across the organization. 
• Liaise with product and R&D teams to ensure that key product updates and issues are reflected in the knowledge base. 
• Develop a feedback loop that drives continuous improvement in KCS methods, tactics, and outcomes. 
• Establish a KCS Council that integrates organization stakeholders and can help Strata produce timely content. 
• Track and analyze KCS metrics, such as knowledge usage, article creation, case deflection, and self-service success rates. 
• Provide regular reporting to senior management on the effectiveness and impact of the knowledge management strategy. 

What we are looking for: 

• 3+ years' experience in KCS strategy; managing, implementing, adopting, and nurturing the program. 
• 5+ years' experience in Customer Service, Communications, Marketing, Writing, English or a related field. 
• Experience with CRM and Knowledgebase software planning, management, and enhancements. Familiarity with support tools, knowledge management platforms, and ticketing systems (e.g., Salesforce). 
• Preferred experience leading, coaching, or managing a team that implemented a knowledge management framework. 
• Strong understanding of the Knowledge-Centered Service (KCS) methodology and experience implementing KCS principles.  
• Exceptional communication and interpersonal skills with the ability to work across multiple teams and stakeholders. 
• Analytical mindset with the ability to use data to drive decision-making and continuous improvement.  
• Strong project management and organizational skills.  
• Self-motivated individual, able to work autonomously and cross-functionally, with great time-management skills.