Knowledge Manager

Mercury Insurance; United States; Remote; USD 92,000 - 167,000; Full time

Job summary

An established industry player is seeking a Knowledge Manager to lead their knowledge management initiatives. In this pivotal role, you will develop and implement strategies to enhance knowledge sharing and accessibility across the organization. Your expertise in knowledge management systems, coupled with strong leadership and communication skills, will drive the team's success and foster a culture of continuous learning and improvement. This position offers the opportunity to make a significant impact on customer experience and operational efficiencies while working closely with various departments. Join a dynamic team that values knowledge-first behaviors and innovation.

Qualifications

• 5-7 years in knowledge management with team leadership experience.
• Proficiency in knowledge management systems and SharePoint.

Responsibilities

• Develop and implement a knowledge management strategy.
• Oversee knowledge-related activities and manage the knowledge team.

Skills

Leadership skills

Effective communication

Knowledge management systems

Proficiency in SharePoint

Digital adoption programs

Real-time agent assist technology

Interpersonal skills

Organizational skills

Education

Bachelor’s degree

Master’s degree in Knowledge Management

Training in knowledge management methodologies

Tools

Pendo

WalkMe

Job description

Overview

The Knowledge Manager is responsible for the acquisition, organization, sharing, and maintenance of the Service Experience team’s knowledge assets. This role involves creating systems and processes for knowledge management, ensuring best practices are followed, and fostering a culture of knowledge-first behaviors and continuous learning. The manager leads a knowledge team in accomplishing the department’s goals. They work closely with various departments within the organization to understand their knowledge needs and implement strategies to meet these needs. This position is responsible for assessing cutting edge technology and methodologies in the knowledge arena to foster continuous improvement that impacts team member engagement, customer experience, and operational efficiencies.

Responsibilities

• Develop a knowledge management strategy and evaluate program effectiveness. Develop a robust roadmap for implementing knowledge management that builds upon industry best practices.
• Oversee all knowledge-related activities, including management, capturing, sharing, and accessibility of knowledge assets. This includes working closely with various departments within the organization to understand their knowledge needs and implement strategies to meet these needs.
• Define content/knowledge management strategy and lead content architecture.
• Select and implement knowledge management tools for easier content creation, management, collaboration, and just-in-time knowledge display for contact center and processing teams.
• Implement a logical site structure and use metadata and tagging protocols for better content organization and searchability.
• Create content guidelines and standards to maintain consistency and quality.
• Lead the KM team to establish a feedback mechanism for user participation in authoring, editing, and knowledge base improvements.
• Conduct periodic content audits to identify outdated information and ensure the knowledge base remains relevant. Utilize audits to identify and fill gaps in the knowledge base.
• Standardize document formats and naming conventions to ensure consistency.
• Create and review KPIs for adoption and usage of high-value KM content, summarizing benefits, outcomes, and improvement opportunities.
• Assist with resource planning to strengthen and expand KM initiatives.
• Develop effective programs to drive adoption and improve KM value, recognizing key challenges and roadblocks.
• Identify and evangelize success stories from the knowledge management program. Design and develop recognition mechanisms to acknowledge and highlight active participants.
• Lead communities of practice and drive a continuous improvement mindset cross-functionally.
• Will have direct reports of Knowledge Specialists.
• Oversee knowledge specialists in managing and maintaining the knowledge base.

Qualifications

Education:

Minimum

• Bachelor’s degree or equivalent experience.
• Training in knowledge management methodologies.

Preferred

• Bachelor’s degree, Master’s degree, or equivalent experience in Knowledge Management.
• Knowledge certifications.

Experience:

Minimum

• 5-7 years as a senior level contributor in a knowledge management department.
• Experience supporting knowledge frameworks or technologies.
• Proven experience in leading teams to deliver impact.
• Demonstrated effective interpersonal skills, particularly in motivation, listening, judgment, and conflict management.

Preferred

• 6+ years of proven experience in KM strategies and leading knowledge teams.
• Experience communicating with and influencing senior leadership, framing discussions to gain valuable feedback.
• Experience with large-scale data migration, knowledge management system creation and ownership, knowledge centered service program deployment and growth, knowledge-first culture creation, and search optimization methodologies.
• Proven experience in leading teams to deliver impact.
• Background that includes managing a team that has implemented a knowledge management framework.
• Demonstrated excellent interpersonal skills, particularly in motivation, listening, judgment, and conflict management.

Skills & Abilities:

Minimum

• Proficiency in SharePoint, knowledge management systems, digital adoption programs (Pendo, WalkMe, etc.), and real-time agent assist technology.
• Leadership capability and effectiveness to work well with cross-functional teams to accomplish objectives.
• Effective communication and relationship building skills.
• Organization, written, and verbal skills to convey program goals and inspire support.
• Leadership skills to support the performance of direct report knowledge team members and to influence the knowledge culture of the wider peer team.
• A history of customer and team member centricity in formal and informal leadership situations.

Preferred

• Proficiency in SharePoint, knowledge management systems, digital adoption programs (Pendo, WalkMe, etc.), and real-time agent assist technology.
• Demonstrated strong leadership capability and effectiveness to work well with cross-functional teams to accomplish objectives.
• Excellent communication and relationship building skills.
• Outstanding organization, written, and verbal skills to convey program goals and inspire support.
• Exceptional and authentic leadership skills to support the performance of direct report knowledge team members and to influence the knowledge culture of the wider divisional team.
• A history of advanced customer and team member centricity in formal and informal leadership situations.

Pay Range

USD $92,154.00 - USD $166,210.00 /Yr.