Care Knowledge Manager

at  Mars

JOB DESCRIPTION:

At Mars, we are centralizing and enhancing our knowledge management processes to improve the effectiveness of our customer care teams. As a Knowledge Manager, you will be responsible for consolidating knowledge from multiple systems, training both human and AI agents, and continuously refining how we leverage knowledge to deliver exceptional customer service.

• Consolidate knowledge from multiple systems, ensuring seamless integration of content from sources such as PDFs, videos, internal Mars documents, Adobe Experience Platform, Amazon S3, Atlassian Confluence, Jira, Google Drive, Salesforce, ServiceNow, Zendesk, and more.
• Lead the development and continuous improvement of the Mars knowledge management system to ensure that knowledge is accessible, organized, and relevant for both customer care agents and customers.
• Implement and manage a knowledge management framework, such as Knowledge Centered Support (KCS), to drive the effective use of knowledge across all channels and teams.
• Train AI-powered chatbots and human customer care agents to utilize the knowledge base efficiently, ensuring they have access to the right information at the right time.
• Monitor the relevance and usage of the knowledge base, leveraging data and customer feedback to continuously improve the system.
• Collaborate with cross-functional teams, including IT, marketing, and customer care, to ensure that knowledge content is aligned with broader business goals and customer needs.
• Develop and execute training programs for customer care teams to improve their ability to use and contribute to the knowledge base.
• Oversee the organization and categorization of knowledge content to optimize searchability, ensuring that agents can easily find the information they need to assist customers effectively.
• Ensure compliance with knowledge management best practices and data governance standards across all platforms and content.