Director, Knowledge Management, ACX Help Center Experience (TEMP)

At our client, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE

The ACX Help Center Experience Director, Knowledge Management, is the driver of the success and performance of the client's ACX Help Center site. They will be responsible for implementing an enterprise-level Help Center strategy across all surfaces, improving the help center user experience and performance, and ensuring the quality of the help centers and its content are maintained at an exceptional level. The position will work closely with SEO, brand, marketing, product, engineering, UI/UX, Design System, relationship managers, and analytics teams to deliver best practices for the help center site in an effort to deflect contacts while continually improving on the customer experience for our customers.

The ACX Help Center Experience Director, Knowledge Management, is a champion for data collection, knowledge-sharing and governance across the multiple countries in which our client operates. This individual will develop, sustain and improve upon a collaborative, outcome-driven culture through data and knowledge management activities to enable an innovative culture. At our client, we are seeking team players who will effectively collaborate in a global functional team to define processes, tools, and metrics to enable the capture, management and delivery of knowledge to help customers understand our product and services.

ABOUT YOU
 

• You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
• You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization.
• You are Bold. You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
• You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric revolution!
• You are Agile and have a Bias for Action. You prioritize quick actions with frequent reassessment and adaptation of plans and live by the motto of “progress not perfection.

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  and external third-party tools to identify and implement the best solutions  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 client's network to share best practices and gather inspiration. Create the ideal dissemination of our client's reference materials and content to other relevant business partners.

Out Client is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.

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