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Director, Knowledge Content Services
Spectrum
Stamford, CT, United States
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JOB SUMMARY
The Director, Knowledge Content Services (KCS) is responsible for building, deploying, and maintaining the content documentation in support of the call center operations. He/She ensures the customer care teams have the key content (Job Aides, Knowledge Management (KM) Articles, Talking Guide) required to perform their roles.
The Director, Knowledge Content Services collaborates with the Learning Experience Architects (LEXAs) to build content strategies for use in the call centers, and to define design principles for KM outputs. He/She ensures all KM content aligns to the design concepts necessary to enable behavior change and skill development.
The Director, Knowledge Content Services is responsible for developing relationships with all defined stakeholders to create KM content. He/She co-creates content with Subject Matter Experts (SMEs), or leverages existing content, to ensure artifacts are relevant and accurate.
The Director, Knowledge Content Services leads a team to deliver content across four legacy KM systems. The team builds content using the Charter L&D Agile Learning Experience Process (ALEP) and accelerates time to completion through use of specialized resources. He/She ensures the team maintains the content across each legacy system to help ensure each recipient/learner is successful on their job in the call centers.
The Director, Knowledge Content Services coordinates with the L&D Tools Manager to plan and implement integration and improvements to the Knowledge Management (KM) content management systems. He/She engages business and technology stakeholders to help plan and implement the KCS roadmap.
MAJOR DUTIES AND RESPONSIBILITIES
Ensure team adheres to pre-defined SLAs and leverages previous work completed appropriately.
Collaborate with L&D leadership on prioritization of intake and change requests to ensure availability of L&D resources.
Coordinate resource management activities with the Senior Director, Learning Experience to ensure technical writers maximize cost effectiveness and quality across the L&D programs, projects, and tasks.
Align outputs to learning requirements and ultimately the business requirements to help employees experience success on the job.
Facilitate communication and gains commitment between stakeholders to align processes and content with business strategies and seeks feedback from learners on experience with KM content to incorporate any recommendations for improvement into future updates.
Collaborate with the Learning Experience Architect to ensure KM content is aligned to design principles and L&D branding.
Demonstrates and actively promotes an understanding and commitment to the vision of Customer Operations L&D through performing behaviors consistent with the organization's values.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
• Demonstrated portfolio of KM content production and management with measureable results
• Demonstrated experience leveraging technologies and software to deliver content
• Demonstrated knowledge of KM and content lifecycle processes
• Demonstrated ability to prioritize, organize, and staff effectively in order to manage multiple projects
• The successful candidate will have experience hiring, leading, managing, coaching and mentoring L&D specialized resources
• Demonstrated understanding of how different roles within a business need tailored content
• Demonstrated ability to educate, communicate, negotiate, and influence with all levels of management to produce non-facilitated learning interactions
• Demonstrated ability to creatively solve problems while working under pressure
• Ability to show good judgment, take initiative, and make decisions to accomplish job duties
• Demonstrate an ability to work closely with peers to ensure successful learning outcomes
• Driven, focused, and oriented to the functional design
Related Work Experience Number Of Years
Knowledge/Content Management experience 7+
Leadership of cross-functional teams across large scale technology organizations 5+
Education
BA/BS in Knowledge/Content Management, Business, Economics, Communications, or related field and/or certifications in a variety of L&D areas
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Skills in measurement and evaluation of knowledge management initiatives
Relevant corporate experience in a large Fortune 100 company
Education
Masters
WORKING CONDITIONS
Office environment
10% travel required