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Sr. Manager, Support Knowledge + Content - Plano Texas
Company: Disability Solutions Location: Plano, Texas
Posted On: 05/19/2024
ABOUT THE ROLE At Peloton, we are seeking a Senior Manager of Support Knowledge and Content to transform our member support services with expert knowledge management. This role is crucial for driving enhancements in our support center's effectiveness and boosting the overall member experience. You will take charge of optimizing our service delivery by developing and maintaining critical resources such as chatbots, internal knowledge articles, macros, and self-service tools. Collaborating with our Service Design team and cross-functional partners, you will ensure that our strategies remain aligned with evolving policies and business changes. As a leader within the Member Support team, you will champion the adoption of knowledge management best practices, mentoring your colleagues to ensure information is both accessible and user-friendly. Your strategic vision will be essential, but your willingness to engage directly with the challenges will truly set you apart. You are committed to nurturing an environment that values continuous learning and proactive knowledge sharing, all aimed at creating exceptional experiences for our members YOUR DAILY IMPACT AT PELOTON - Strategic Leadership and Implementation: Spearhead the development and execution of strategic knowledge management initiatives that enhance the effectiveness of our support services and improve the overall member experience. Ensure these strategies incorporate the latest in self-service technology, internal knowledge bases, and AI tooling.
- Best Practices and Knowledge Sharing: Advocate for and implement Knowledge Centered Service (KCS) principles and other industry best practices. Mentor team members to maintain high standards in knowledge creation, sharing, and management.
- Cross-Functional Collaboration: Lead cross-functional teams in integrating knowledge management practices into day-to-day support operations, ensuring content is accurate, timely, and effective.
- Knowledge Base Management: Oversee our internal and member-facing knowledge base, optimizing content to facilitate self-service solutions and enhance member satisfaction.
- System Development and Coordination: Define the specifications for knowledge management systems and oversee their implementation, working closely with technical teams to ensure seamless integration and functionality.
- Performance Metrics and Reporting: Establish and monitor key performance indicators for knowledge management activities, regularly reporting on their impact to inform ongoing strategy adjustments.
- Stakeholder Engagement: Engage with stakeholders and subject matter experts across the organization to gather insights into customer and employee needs, driving continuous improvements and ensuring alignment with business objectives.
- International Content Strategy: Direct the strategy for our international member support content, ensuring consistency, process alignment, and engagement across all regions and languages, including overseeing translation efforts.
- Leadership and Mentoring: Mentor and lead a team of specialized Knowledge Base Content Analysts, who will maintain and update content, execute strategy, and support the delivery of service. YOU BRING TO PELOTON
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