Senior Manager - KM, Training and Quality

at  UiPath

Life at UiPath:
The people at UiPath believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power.
To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about UiPath, and about our larger purpose.
Could that be you?
Overview:
This position is critical to our shift left strategy. It will have a strong accountability to improve content and surface it for our customers to deflect cases and reduce our costs. It will aid in training our people, so they are productive more quickly and have the necessary skills to provide excellent customer service and solve case efficiently and effectively. Quality checks on cases will identify opportunities for improving both the technical and customer service skills of our PSEs.

What you’ll do at UiPath:

• Define a KM strategy and set the direction of the Knowledge Management Framework
• Define the design and own the KM content architecture and governance Measurably improve the quality of KB content
• Partner to fill content gaps, increase findability and relevance of content for customers and PSEs
• Define governance model for planning creation, maintenance and archiving of content
• Implement and manage KM technology tools with a focus on automation and content
• Training/Readiness
• Execution of Training strategy
• Development of training for new hires to increase their speed to productivity
• Development of customer service-based training to improve our customer support interactions
• Development of technical skills training to increase PSE effectiveness
• QUALITY COACHINGIdentify opportunities to improve customer service, operational excellence, and technical quality of our PSE support interactions
• Implementation of QA tools to review data from all customer support case
• Enact processes for delivery managers and Quality coaches to address identified opportunities via training or upskilling of individuals/teams.

What you’ll bring to the team:

• 10+ years of Overall Experience Up to 5+ years of customer support, operational excellence, IT Service management AND at least 3 years of experience managing people
• Manage a global team of knowledge specialists, training content developers and quality coaches in multiple time zones.
• Comprehensive understanding of customer service best practices, with the capacity to apply this knowledge effectively in a technical support context.
• Proficiency in leveraging data analysis to drive decision-making and identify opportunities for improvement.
• Experience in budget planning and expense management, ensuring financial efficiency and sustainability.

• Define a KM strategy and set the direction of the Knowledge Management Framework
• Define the design and own the KM content architecture and governance Measurably improve the quality of KB content
• Partner to fill content gaps, increase findability and relevance of content for customers and PSEs
• Define governance model for planning creation, maintenance and archiving of content
• Implement and manage KM technology tools with a focus on automation and content
• Training/Readiness
• Execution of Training strategy
• Development of training for new hires to increase their speed to productivity
• Development of customer service-based training to improve our customer support interactions
• Development of technical skills training to increase PSE effectiveness
• QUALITY COACHINGIdentify opportunities to improve customer service, operational excellence, and technical quality of our PSE support interactions
• Implementation of QA tools to review data from all customer support case
• Enact processes for delivery managers and Quality coaches to address identified opportunities via training or upskilling of individuals/teams