Knowledge Manager

at  HunterDouglas

DESCRIPTION

Hunter Douglas is the world’s leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we’ve defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.
We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What’s yours?

POSITION OVERVIEW:

Build the awareness, engagement, and understanding of a knowledge-centered service (KCS) structure for Hunter Douglas. Own the overall execution for the knowledge management (KM) vision within the HDNA Support organization. Develops a best-in-class knowledge management practice by incorporating best practices to fit the needs of the Customer Support team and Hunter Douglas customers (dealers, installers, and consumers). Articulates the value of a KCS methodology by communicating the vision and executing the tactics required to incorporate KCS into the organization.

• Manage the roadmap for our Knowledge Management team that ensures that every customer interaction (phone, email, community, chat, etc.) ends successfully. Ensure that Customer Support Representatives (CSRs) can quickly find, understand & digest the content, and if necessary, share the information with our customers. Pays close attention to making content accessible at the right time and to the right audience.
• Maintain and develop the Salesforce Knowledge Management system through article record types, content taxonomy, categories, and topics. Owns the performance management for the KM solution by measuring usage and adoption, case deflection rates and identifies gaps through search and feedback that need to be incorporated.
• Manage and communicate quantitative and qualitative results of the KM strategy.
• Assists in the development of the overall content management strategy for HDNA and the Customer Experience organization by partnering with cross-functional teams. Adopts content style guides, ensures articles are on brand and accurate while expanding KM through new processes to collect, review, and publish content.
• Continually re-evaluate priorities, requirements, and gaps for knowledge management. Manages KM Specialists that can execute the practice and promotes the overall vision.
• Maximize the current systems to expand the knowledge practice (i.e., Salesforce, Search Unify, Vidyard, Saba LMS, WordPress, YouTube, Adobe CMS, Widen DAM, etc.).
• Constantly researches knowledge management best practices and content strategies to introduce new capabilities such as chatbots, guided flows, troubleshooting, and proactive communication of critical information and known issues.
• Content lifecycle management - accuracy and accessibility to ensure visibility standards are in place for internal and external access levels.
• Article organization and user experience best-practices for mobile, browser, and in-app solutions.
• Knowledge article tagging in line with enterprise taxonomy.
• All other responsibilities as deemed necessary by management.