Knowledge Management Manager

The Knowledge Management Manager is responsible for defining and implementing knowledge strategies to support all customer care consumer and dealer activities. He/she will leverage proven experience in instructional design and performance technology, the Manager will operate both strategically and operationally to identify emerging technologies, determine new requirements, and provide oversight of the knowledge base. The Knowledge Manager will proactively evaluate advisor behavior and identify key performance factors to target knowledge improvements to influence performance of call center advisors and internal team members and provide information resources to consumers and dealers. The Knowledge Manager will work in conjunction with the training team to leverage the knowledge base in employee training and increase advisor speed to proficiency. Basic Qualifications: Bachelor's degree in Instructional Design, Performance Technology, Business Administration or related field Minimum 5 years of experience in roles with increasing responsibility in the field of knowledge management, training or a related field Proven technical writing ability Experience leading and developing teams Experience utilizing techniques and tools to produce various forms of knowledge documents Solid process background and experience in facilitating process optimization sessions Experience working cross functionally Effective written and verbal communication skills and ability to present ideas and concepts to all levels of management Preferred Qualifications: Master's degree in a related field Proficient in curriculum design and training delivery with a focus on adult learning Experience working in a call center environment Experience leading and developing teams of instructional designers and knowledge authors Experience working withsalesforce JavaScript experience Experience producing Electronic Performance Support Systems (EPSS) Proficient in Google Suite 2010 1033631
Salary Range: NA
Minimum Qualification
5 - 7 years

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