Knowledge Management Product Owner
Dorking

About the Role

We are looking for an impressive Knowledge Management Product Owner with a good understanding of Contact Centre operations for one of the largest organisations in their sector with a truly global footprint.

The role of the ‘Knowledge Management Product Owner’ is to be responsible for the deployment and development of a new platform, balancing business, consumer, UX and technology needs, and to operate as the internal lead on Knowledge system functionality, owning the features/improvement road-map.

 Role will be 3 days working from the office based in Dorking, Surrey and 2 days working from home

Specific responsibilities:

  • Draw on subject-matter expertise to shape the Global Knowledge strategy and it’s execution
  • Partner with Technology Implementation to overhaul our existing knowledge management systems and structures through the introduction and embedding of a new Knowledge Management platform and supporting operating model
  • Define and execute a strategy to place the right Knowledge content in our Contact Centre tools, website and mobile app for self-serve and agent-assisted experiences
  • Partner with Knowledge/Content SME’s across the organisation to support content review, feedback, edit, and creation
  • Compile and manage inventory of all knowledge management articles, ensuring information is regularly updated as needed
  • Implement content publishing methods for the wider business and communicate updates to the organisation
  • Support the training and education of Knowledge tools as well as entry level training to new team members and colleagues
  • Manage the relationship with our vendor for Knowledge Management software, extracting guidance and support to achieve our goals
  • Analyse and report on Knowledge Management Metrics drive usage of Knowledge Management and continue to increase customer satisfaction
  • Justify and champion clearly defined improvements in the enterprise knowledge management platform to close the prioritised gaps
  • Support the organisational change management activities to successful adopt enhancements and new releases
  • Line manage a small team of Knowledge System Analyst/Content Management roles, coaching, developing and guiding them to success

Experience Required:

  • Experience of the implementation of a Knowledge Management system across B2C and B2B (discovery through implementation and on to optimisation)
  • 3+ years Product Ownership for one or more of Nice Systems, Shelf, Salesforce, Bloomfire, Live Agent, Zendesk, eGain Knowledge bases
  • Understands the conditions necessary for knowledge management and exchange to thrive, including operating model design and culture development
  • Proven effectiveness in business partnering across content creation, contact centre, retail and digital teams
  • Supporter and developer of cross-functional working groups, SME and end-user engagement
  • Experience building a team of direct reports
  • Experience working in cross-cultural environments and supporting emotional intelligence to navigate expertly and collaboratively through resistance to change
  • Ability to travel internationally 3-4 times per year
  • Resourceful disposition and strong interpersonal skills
  • Highly organised with effective time management skills
  • Experience and desire to work in a Global delivery environment.


This truly is a role unlike any other, within an organisation unlike any other!

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