Knowledge Manager

Title: Knowledge Manager

Location: Alameda, CA

Duration: 12 Months (Possibility of Extension)

100% Onsite

Job Summary:

The Knowledge Manager role will serve as a program manager for ADC’s Customer Service knowledge strategy, overseeing the collection, retention, and sharing efforts of global customer service knowledge content, making it a s critical part of status as a world-class customer service organization.

The Knowledge Manager will function as a leader and champion of Knowledge Management and be primarily responsible for the build-out, growth, engagement and stewardship of knowledge for ADC Customer Service across all global markets.

The Knowledge Manager will also ensure that the knowledge management initiatives support and align the mission and goals of the ADC Customer Service organization.

Top Skills:

• Content management and organization
• KCS experience

Job Responsibilities:

• Create and manage content for global customer service teams
• Manage reporting and metrics on article utilization
• Set process for global management of agent feedback and timely updating of articles
• Train additional stakeholders on creating / managing knowledge
• Establish global playbook to create / manage knowledge
• Monthly or quarterly metrics the candidate will be measured on:
• Content creation
• Timely updates per KCS feedback
• Utilization metrics
• Part of global customer experience team
• Will be required to have calls outside of normal working hours to accommodate global stakeholders
• Drives technology improvements and roadmap in Salesforce Knowledge that ensured optimal content administration and agent experience.
• Develops, implements, and maintains the KM strategy and road map globally for all Customer Service teams.
• Plans / develops / supports / promotes collaborative tools and techniques, including Communities of Practice (CoPs), to establish and enhance KM.
• Facilitates identification of knowledge critical to the organization across categories (e.g. technical (“know-how”), Strategic (“know-why”), and people (“know-who”).
• Investigates new opportunities to enhance knowledge management methods and processes to exceed KPIs and improve customer experience.
• Works with global and cross-functional teams to consistently manage knowledge content.
• Develops a team and builds a strong pipeline of successors.
• Liaises with identified global Business Stakeholders and Knowledge Management Community to find ways to enhance the existing knowledge management methods for ADC.
• Promotes a culture of knowledge centered service (KCS) through operational processed and systems.
• Measures and evaluates effectiveness of knowledge management processes.

Minimum 3 years experience:

• Both overall and any industry-specific experience needed
• SharePoint knowledge
• Project Management
• Budget Management
• Critical and proactive thinking
• People Management/Development
• Strong Communication and Presentation Skills

Minimum 2 years experience:

• Salesforce Knowledge experience

Skills:

• Looking for someone to take over some of the load of managing the database globally. It would have two components – on a little bit project management and the other actually writing/editing content. Management of process:
• Establish and monitor global governance model for content across multiple regions
• Document process and identify data requirements to monitor
• Establish timelines for content review and communicate with regions
• Help with translation/localization strategy and implementation
• Content management
• Identify missing / incorrect content and establish plan to update / correct
• Understand and incorporate feedback from regional teams into content
• Write best practices document to assist with global consistency of content

Education:

• Bachelor's Degree
• Years’ of experience required: 3 years

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs