Global KCS & Knowledge Management Lead
Core
Design, implement, and establish the Knowledge-Centered Service (KCS) methodology and Knowledge Management framework across the global Customer Care organization to create a scalable business capability.
Role type
Senior individual contributor (strategy & governance)
Builds
Knowledge management ecosystem and governance framework
Domain
Customer Care / Service Operations / Knowledge Management
Deliverable
dashboards & analysis
Required skills
KCS methodology, Knowledge Management framework design, Change management, Governance model definition, KPI definition, Global program leadership, Stakeholder partnership, Content lifecycle management, AI-enabled knowledge capabilities
Preferred skills
KCS certification, Salesforce Knowledge, Coveo, Enterprise search solutions, AI-enabled knowledge management, Executive communication, Matrixed organization experience
Technologies
Salesforce Knowledge, Coveo
Responsibilities
Lead global implementation of KCS methodology; Define Knowledge Management operating model and governance framework; Lead organizational change efforts for KCS adoption; Develop executive-level dashboards for program effectiveness; Partner with IT and Digital teams on platform requirements.
Seniority
Senior, hands-on IC