Senior Manager-Global Knowledge
PRIMARY RESPONSIBILITIES Lead a team of knowledge article writers and editors to create high-quality, cutting-edge content across multiple practice areas.
Be the expert in how we deploy Knowledge-Centered Service (KCS) principles to improve operational efficiency, self-service success, and organizational learning and improvement.
Design and implement core principles which define content standards, quality, and assessments to foster continuous improvement.
Build a knowledge structure that facilitates value creation, reuse, modification, and linking.
Develop, implement, manage automated and sustainable content contribution models including a Knowledge-Centered Service (KCS) model.
Ensure we have a steady content acquisition pipeline to meet the requirements of the business, including expanding external author/ SME pool to address portfolio gaps and enable greater scalability and flexibility.
Stay abreast of our product enhancements, and devise and execute plans to upgrade knowledge content accordingly, ensuring operational alignment and readiness.
Implement online-centric writing, editing, and quality standards in alignment with Product Architecture.
Key contributor in setting these standards.
Implement best practices and KPIs to manage performance and allocate resources efficiently and effectively to ensure staff is focused on high-value work.
Identify opportunities to outsource lower value-add work.
Manage tools, metrics and reporting needed for global program oversight and governance.
Monitor and analyze the performance of content; use this information to make data-driven decisions and improve content strategies.
Ensure all content is compliant with legal regulations and ethical standards.
Implement the utilization of KCS methodology and drive knowledge adoption to clients.
Support KCS adoption by developing critical metrics for effective reporting, performance delivery and knowledge utilization - along with content health indicators.
Champion collaboration by establishing regular meetings within and across teams, including partners and QA, to ensure standards are met and standard practices are shared; maintain a positive and collaborative team environment that encourages creativity and innovation.
Own the effort to reshape the existing knowledge base and platforms for users, ensuring crawlability through accurate tagging and indexing.
Drive effective feedback loops to knowledge candidates, contributors, and publishers.
Partner with contributing teams to develop and deliver KCS program adoption training, incentive program, KPI strategy to ensure ongoing program health.
Advise tooling teams on selection and implementation of knowledge management solutions.
Develop and implement strategy for surfacing knowledge base content to employees and customers.
Continuously improve existing content and information architecture of the RealPage Knowledge Center Scope of Responsibility Experience transforming, implementing, and managing Knowledge-Centered Service (KCS) model - KCS v6 certification required.
Experience managing the development of large amounts of reference materials for multiple internal and external audiences.
Experience managing content with Salesforce Knowledge Experience building and managing programs impacting cross-functional teams.
Comfort communicating with and reporting to individuals at all levels within an organization.
Comprehensive organizational and logistics skills A combination of education and experience equivalent to a Bachelor's degree and 3
years of experience PREFFERED KNOWLEDGE/SKILLS/ABILITIES Experience leading, building and developing KCS teams.
3-5 years of equivalent experience in similar role and function for a large organization KCS v6 certified Demonstrated ability to influence and implement KCS standard processes, while providing thought leadership to the support organization.
Highly effective in analyzing metrics and KPIs to draw concrete recommendations.
Bachelor's degree in Computer Science, Engineering, or a related field Proven experience managing a knowledge base or a similar role.
Strong organizational and project management skills Excellent communication and collaboration skills Familiarity with Confluence, JIRA, and Salesforce or similar CRM software Understanding of software processes and documentation standards Proven teammate and team builder.
Excellent written and verbal communication skills.
Strong appreciation for customers and employees, with a genuine passion for helping others succeed.
Ability to learn quickly and pick up tools, systems, and processes.
Good interpersonal skills, customer-centric demeanor, ability to deal with cultural diversity.
#LI-MG2 #LI-REMOTE Recommended Skills Architecture Assessments Business Efficiency Business Process Improvement Communication Confluence Estimated Salary: $20 to $28 per hour based on qualifications.
Be the expert in how we deploy Knowledge-Centered Service (KCS) principles to improve operational efficiency, self-service success, and organizational learning and improvement.
Design and implement core principles which define content standards, quality, and assessments to foster continuous improvement.
Build a knowledge structure that facilitates value creation, reuse, modification, and linking.
Develop, implement, manage automated and sustainable content contribution models including a Knowledge-Centered Service (KCS) model.
Ensure we have a steady content acquisition pipeline to meet the requirements of the business, including expanding external author/ SME pool to address portfolio gaps and enable greater scalability and flexibility.
Stay abreast of our product enhancements, and devise and execute plans to upgrade knowledge content accordingly, ensuring operational alignment and readiness.
Implement online-centric writing, editing, and quality standards in alignment with Product Architecture.
Key contributor in setting these standards.
Implement best practices and KPIs to manage performance and allocate resources efficiently and effectively to ensure staff is focused on high-value work.
Identify opportunities to outsource lower value-add work.
Manage tools, metrics and reporting needed for global program oversight and governance.
Monitor and analyze the performance of content; use this information to make data-driven decisions and improve content strategies.
Ensure all content is compliant with legal regulations and ethical standards.
Implement the utilization of KCS methodology and drive knowledge adoption to clients.
Support KCS adoption by developing critical metrics for effective reporting, performance delivery and knowledge utilization - along with content health indicators.
Champion collaboration by establishing regular meetings within and across teams, including partners and QA, to ensure standards are met and standard practices are shared; maintain a positive and collaborative team environment that encourages creativity and innovation.
Own the effort to reshape the existing knowledge base and platforms for users, ensuring crawlability through accurate tagging and indexing.
Drive effective feedback loops to knowledge candidates, contributors, and publishers.
Partner with contributing teams to develop and deliver KCS program adoption training, incentive program, KPI strategy to ensure ongoing program health.
Advise tooling teams on selection and implementation of knowledge management solutions.
Develop and implement strategy for surfacing knowledge base content to employees and customers.
Continuously improve existing content and information architecture of the RealPage Knowledge Center Scope of Responsibility Experience transforming, implementing, and managing Knowledge-Centered Service (KCS) model - KCS v6 certification required.
Experience managing the development of large amounts of reference materials for multiple internal and external audiences.
Experience managing content with Salesforce Knowledge Experience building and managing programs impacting cross-functional teams.
Comfort communicating with and reporting to individuals at all levels within an organization.
Comprehensive organizational and logistics skills A combination of education and experience equivalent to a Bachelor's degree and 3
years of experience PREFFERED KNOWLEDGE/SKILLS/ABILITIES Experience leading, building and developing KCS teams.
3-5 years of equivalent experience in similar role and function for a large organization KCS v6 certified Demonstrated ability to influence and implement KCS standard processes, while providing thought leadership to the support organization.
Highly effective in analyzing metrics and KPIs to draw concrete recommendations.
Bachelor's degree in Computer Science, Engineering, or a related field Proven experience managing a knowledge base or a similar role.
Strong organizational and project management skills Excellent communication and collaboration skills Familiarity with Confluence, JIRA, and Salesforce or similar CRM software Understanding of software processes and documentation standards Proven teammate and team builder.
Excellent written and verbal communication skills.
Strong appreciation for customers and employees, with a genuine passion for helping others succeed.
Ability to learn quickly and pick up tools, systems, and processes.
Good interpersonal skills, customer-centric demeanor, ability to deal with cultural diversity.
#LI-MG2 #LI-REMOTE Recommended Skills Architecture Assessments Business Efficiency Business Process Improvement Communication Confluence Estimated Salary: $20 to $28 per hour based on qualifications.
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