BASIC QUALIFICATIONS
• Experience owning program strategy and end-to-end delivery
• Experience implementing repeatable processes and driving automation or standardization
• Experience working with a global team
• Experience using data and metrics to measure and drive improvements
• Strong interpersonal skills and the ability to build partnerships with key stakeholders
• Ability to lead, teach and develop teams to deliver key organizational goals
• Ability to handle changing priorities and use good judgment when working in stressful situations.
• Ability to work in a fast-paced environment where continuous innovation is desired
• Self-starter capable of taking initiative and working with minimal direction
• Exceptional collaboration, and communication skills.
• Experience supporting global teams
• Bachelor’s degree or higher or equivalent experience
• Work experience of minimum 4 years of Knowledge Management, digital self service or product management.
• Has a strong understanding of web best practices including UX/UI, search engine optimization (SEO), A/B testing, and website performance optimization
PREFERRED QUALIFICATIONS
• 5+ years content strategy experience
• Experience with Salesforce Service Cloud and Communities
• Experience in working in an Agile methodology and/or Agile Certification
• Six Sigma Certifcation
• CKM or CKMP Certification
• Advanced experience using and managing content in knowledge base systems
• Contact center operations management experience including global outsourcing partners
• Experience applying different writing styles, developing standards and templates for highly diverse audiences