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Director, Knowledge Management
Salesforce
Hillsboro, OR, United States
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Customer Success Group
Job Details
Salesforce is recognized for it’s Knowledge Management (KM) in the industry and is a champion of the KCS (Knowledge Centric Service) methodology.
We are now looking for new game changing innovation to accelerate the KM evolution in this rapidly evolving social global community. Today we live in a world of information overload; it has never been so critical to connect the right content to the right person at the right time. The magic of continuing to reduce the time to bring these three together is key for all companies.
As the Director Knowledge Management, you will own the strategy to ensure our content creation and delivery engines are setup to deliver on this business vision. You will lead engagements with senior stakeholders to strategize and establish mechanisms that fully support all aspects of the knowledge management life-cycle, including knowledge creation, organization, distribution and sharing. By driving knowledge & content improvement initiatives utilizing data driven web analytics you will contribute to increased case deflection.
Responsibilities:
• Owner of strategic vision and roadmap for execution to deliver on Salesforce’s Knowledge Management business goals
• Manage a team of geographically dispersed Knowledge Managers
• Accountable for functional success criteria, Key Performance Indicators (KPIs) & business dashboards
• Obtain executive sponsorship for business case and demonstrating solution business value
• Cultivate strong working relationships with Global Support including outsourcers, Engineering and other teams in order to focus on building knowledge and evolving the knowledge ecosystem
• Oversee and refine content lifecycle management standards and define global approach to content localization
• Refinement of operating framework driving standards and best practices across Global Services. This includes release readiness, article archiving and taking actions on customer feedback
• Refine and evolve current rewards and recognition (gamification) framework around knowledge
• Partner with vendors like Coveo and internal IT to have oversight and alignment on their roadmap as it affects Salesforce’s Knowledge management strategy
• Sustain a high performance team of both directed and dotted line reports across multiple sites and outsource partners
• Program management of initiatives within the organization and cross functional project participation
• Stay abreast of industry trends as well as knowledge building and performance enablement innovations
Minimum Requirements:
• Bachelor’s Degree with at least 10+ years of experience people leading
• Established leader in Knowledge Management with history of innovation in high tech industry with proven ability to deliver on strategic and tactical business objectives
• Proven and demonstrable track record of translating business objectives into business solutions
• Demonstrated expertise in one or more of these areas content management, targeted content, content personalization, system workflow optimization, system guided support, learning management systems, search engine optimization
• History of developing strong teams, a leader who works to improve and reinforce performance in others; facilitates their skill development by providing clear, specific performance feedback, and making or eliciting suggestions for solutions/performance improvement.
• Ability to drive content value & adoption through available channels, KB, Social, Web etc.
• Extensive experience with content management systems & knowledge management principles and techniques
• Strong analytical mindset to synthesize and drive actions with data
• Experience in Data Taxonomies/Information Architecture
• Strong communicator with the ability to communicate with all levels of management and staff, and achieve positive outcomes by identifying common interests, clarifying differences, and achieving consensus or compromise
• Ability to work in a highly collaborative and service-oriented environment
Preferred Qualifications:
• Experience with Omniture or Coveo
• Experience with salesforce
Posting Statement
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