Job Details

Knowledge Management Program Manager
Location: Remote, USA
Competitive Compensation: $60-75/hr
Schedule: Monday-Friday (40 hrs), standard business
Contract Duration: Initial 12-month W2 (expected extensions/conversion)
Start Date: Targeting January 2024
Benefits: Medical, dental, vision, disability healthcare coverage + PTO, paid sick leave

JOB DESCRIPTION:

Knowledge Management Program Manager's key responsibility is to maintain the knowledge management ecosystem through documentation, project execution, and daily operations. The ideal candidate should have experience in managing multiple projects/programs, strong leadership skills, excellent stakeholder communication, and the ability to work independently and collaboratively in a fast-paced environment, with previous knowledge management experience.

DAY-TO-DAY:

• Content Management: Collaborate with cross-functional partners to ensure accurate and timely content updates meet all knowledge governance standards (example: meet template requirements).
• Knowledge Change Management: Review incoming new and change requests, copy edit or create knowledge assets, implement feedback, and ensure all actions are communicated to requesters and documented within work management tools.
• Project Management: Review andexecute project requests with cross-functional partners. Projects will often vary in scope, size, and speed. Adaptability and flexibility is required.
• Knowledge Feedback Management: Review, triage, and resolve customer support agent feedback. This includes answering clarification and frequently asked questions, correcting grammar/spelling errors, etc.

• uthor, edit and standardize materials prepared by others, ensuring consistency and quality.
• Organize material with clarity and conciseness, adhering to established standards for order, style, and terminology.
• Maintain meticulous records and files of work, including revisions, to ensure accuracy and efficiency.
• Work with clients and stakeholders across Global Operations to set processes, technical specs, and content for publication, ensuring clear communication and project success
• Partner across GOLO to help develop performance support solutions.
• Monitor and measure impact of outcomes.

• Strong verbal and written communication
• bility to partner and deliver results across multiple teams and leadership levels.
• bility to manage global knowledge and documentation projects/programs (with vendor providers or cross-functional stakeholders) and communicate the trade-offs between metrics in managing them to stakeholders
• Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences
• bility to Find ways to apply knowledge strategy across many workflows, while meeting specific needs for regions and industries, including tech solutions.
• bility to Manage many projects at once, prioritizing based on business needs and impact.
• Navigate uncertainty, finding creative solutions and options to drive the business forward.

• Bachelor's degree required.

• Established record of strong project ownership, project management, and self-direction
• Experience or familiarity with delivering programs through outsourced vendor partners
• Experience working with or in support of diverse communities
• Knowledge Management experience