Lead - Customer Service Knowledge Management

On; Zürich; Vor Ort; CHF 120.000 - 180.000; Vollzeit

Zusammenfassung

On is seeking its inaugural Knowledge Manager Lead for Customer Service to architect and scale a global knowledge ecosystem during a period of rapid expansion.

You will define workflows, establish a canonical source of truth, and drive governance to support human expertise and AI automation across markets and channels, shaping the future of our service organization.

Qualifikationen

• Solid operational background in Customer Service environments.
• Habitual and proficient user of AI as a daily productivity assistant.
• Proven ability to build and structure knowledge bases (e.g., Salesforce Knowledge) across channels and countries.
• Proven experience structuring and governing knowledge base to support advisors, chatbots, self-service, and advisor-assist tools across markets and channels.
• Ability to establish ownership models, content standards, approval workflows, review cycles, version control, and retirement processes.

Aufgaben

• Own and structure On’s global Customer Service Knowledge Management architecture, setting standard workflows and review cycles for all markets and contact channels.
• Govern the full knowledge lifecycle—from intake and approval to publishing, versioning, and retirement.
• Partner with BPO operations to bridge the gap between BPO training and central On knowledge governance.
• Create, curate, and maintain concise Standard Operating Procedures (SOPs) and advisor guides.
• Apply a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
• Ensure content is relevant, accurate, and optimized for multi‑market and multi‑channel distribution.
• Structure and maintain content to optimize performance for Salesforce Service Agent and AI assist tools.
• Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates.
• Measure knowledge usage, search success, content health, and knowledge‑related service failures.
• Use QA, CSAT, repeat contacts, escalations, and AI performance signals to prioritize improvements.
• Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency.

Kenntnisse

Knowledge management

AI tooling

Content architecture

Omni-channel governance

Governance & lifecycle

Stakeholder management

English proficiency

Tools

Salesforce Knowledge

Jobbeschreibung

In short

As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion. This mission‑critical role empowers you to build and scale our knowledge strategy for Customer Service from scratch, establishing a canonical source of truth that fuels both human expertise and next‑gen AI automation. You will design the workflows that ensure a seamless, premium experience across every market, driving operational excellence and shaping the future of our service organization. We are looking for a tech‑savvy builder ready to leverage cutting‑edge tools and create a lasting legacy within our world‑class supply chain and support network.

In short

As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion. This mission‑critical role empowers you to build and scale our knowledge strategy for Customer Service from scratch, establishing a canonical source of truth that fuels both human expertise and next‑gen AI automation. You will design the workflows that ensure a seamless, premium experience across every market, driving operational excellence and shaping the future of our service organization. We are looking for a tech‑savvy builder ready to leverage cutting‑edge tools and create a lasting legacy within our world‑class supply chain and support network.

Your mission

Global Strategy & Governance

• Own and structure On’s global Customer Service Knowledge Management architecture, setting standard workflows and review cycles for all markets and contact channels.
• Govern the full knowledge lifecycle—from intake and approval to publishing, versioning, and retirement.
• Partner with BPO operations to bridge the gap between BPO training and central On knowledge governance.

Content Architecture & Omni Channel Alignment

• Create, curate, and maintain concise Standard Operating Procedures (SOPs) and advisor guides.
• Apply a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
• Ensure all content is relevant, accurate, and optimized for multi‑market and multi‑channel distribution.

AI & Salesforce Integration

• Structure and maintain content to optimize performance for Salesforce Service Agent and AI assist tools.
• Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates.

Knowledge Performance & Improvement

• Measure knowledge usage, search success, content health, and knowledge‑related service failures.
• Use QA, CSAT, repeat contacts, escalations, and AI performance signals to prioritize improvements.
• Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency.

Your story

• Customer Service Background: Solid operational background in Customer Service environments.
• AI Tooling Experience: Habitual and proficient user of AI as a daily productivity assistant.
• Knowledge Management & Structure Expertise: Proven ability to build and structure knowledge bases (e.g., Salesforce Knowledge) across channels and countries.
• Omni channel Knowledge Enablement: Proven experience structuring and governing knowledge base to support advisors, chatbots, self‑service, and advisor‑assist tools across markets and channels.
• Governance & Lifecycle Management: Ability to establish ownership models, content standards, approval workflows, review cycles, version control, and retirement processes.
• Stakeholder & BPO Management: Strong collaborative skills to work across internal functions and external BPO partners globally.
• Language skills: Proficiency in English. Other languages are a plus.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team‑oriented atmosphere, with access to personal self‑care for both physical and mental well‑being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.