Head of Content and Knowledge Management Operations

at  Gusto Inc

ABOUT GUSTO

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

CONTENT AND KNOWLEDGE MANAGEMENT OPERATIONS STRATEGY:

• Develop a Content and Knowledge Management Operations Strategy: Develop a strategic vision for content and knowledge management operations that is aligned with the overall goals of the organization. Identify a structure and goals for the program that focus on critical content that supports customer needs and enhances the performance and effectiveness of the customer service team. Your team is responsible to oversee, document, and maintain content and knowledge in a continuous manner.
• Collaborate with Stakeholders: Partner with cross-functional teams, including product, technology, customer service leadership, HR, learning and development, operations, and quality, to align the content and knowledge management operations vision and efforts with business objectives and priorities. Establish a governance framework that fosters collaboration and communication to ensure an effective and comprehensive approach to knowledge sharing.
• Ensure content and knowledge management solutions align with Gusto’s brand, culture, values, and competencies.
• Evaluate Program Effectiveness: Develop and implement metrics and methods to evaluate the effectiveness of the content and knowledge management operations program and achievement of top priorities. Collect feedback from participants, managers, and stakeholders to identify areas for improvement and make adjustments as needed. Partner with our AI teams to utilize this technology to drive effectiveness and efficiency.
• Stay Current with Industry Trends: Stay abreast of industry trends, best practices, and emerging technologies in content and knowledge management. Incorporate innovative approaches and tools to enhance the effectiveness and efficiency of the content and knowledge management program. Understand the benefits and appropriate uses of existing and new technology, and understand how they support workflow, search, and user experience.

EMPLOYEE AND CUSTOMER EXPERIENCE:

• Work cross-functionally with product, technology, customer service and operations to deliver improved experiences for customers and employees
• Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes.
• Learn from, strategize with, and collaborate with other teams across Gusto as you assist in building the framework for this newly emerging team.
• Approach challenges with a Builder mindset, welcoming opportunities to enhance Customer and Employee experiences.

ABOUT THE ROLE:

This is a leadership role reporting to our Head of Enablement within CX. Gusto’s CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.