Manager, Client Knowledge Management - FreeWheel - NYC

Xfinity; New York (NY); On-site; USD 138,000 - 209,000; Full time

Job summary

Xfinity seeks a motivated Manager of Client Knowledge Management to lead a team and enhance documentation processes. This role involves strategy development for knowledge sharing and managing product-related documentation to support customer needs effectively.

Benefits

Best-in-class Benefits

Commission eligibility for sales positions

Bonus eligibility for non-sales positions

Qualifications

• Bachelor's Degree is preferred; combination of coursework and experience is considered.
• 5-7 years of relevant work experience required.

Responsibilities

• Lead a team of Knowledge Management Associates and Technical Writers.
• Create and deliver high-quality communication and documentation.
• Manage timelines across multiple product and engineering teams.

Skills

People Performance Management

Program Management

Technical Writing Documentation

Education

Bachelor's Degree

Job description

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

We seek an experienced, passionate, and highly motivated Manager, Client Knowledge Management to ensure that all employees and clients have access to pertinent business information and knowledge. As a FreeWheel Manager of Knowledge Management, you will use your product expertise, business insight, and program management skills to create and deliver high-quality communication and documentation that meet the needs of our customers. This is a hands-on leadership role in which you will lead a team of Knowledge Management Associates and Technical Writers. Your responsibilities will include overseeing and guiding the creation of new documentation in support of FreeWheel release readiness process. You will interview and understand user needs, problems and concerns and create strategies to build content. You will help design and develop content for client facing portals for both API and Knowledge Hub materials.

This position will be part of the Global Knowledge Management team. Position will be located in NYC.

This position is not eligible for visa sponsorship. Applicants must be authorized to work for Comcast in the United States without a current or potential future need for sponsorship.

Job Description

Core Responsibilities

• Align with assigned FreeWheel internal teams to define Knowledge Management strategy and lead implementation of initiatives that directly promote knowledge sharing, preserve data, enable leveraging of information assets, and facilitate utilization of knowledge within the FreeWheel organization
  
• Working within a fast-paced environment, manage aggressive product release-related timelines across multiple Product / Engineering teams, serving as a product expert and collaborating across teams to inform training materials, knowledge creation and communications
  
• Identify, manage the prioritization of, and directly produce documentation (manuals, collateral, workbooks, etc.) as required to support the usage of FreeWheel’s product suite ensuring standards/requirements for documentation and customer facing communications are upheld
  
• Facilitate delivery across numerous key stakeholders (i. e. business partners, infrastructure, and vendors); Closely manage communication and expectations across various business units, functions, and teams
  
• Evaluate trends across teams and maintain feedback loop between FreeWheel’s Product Management and Product Marketing Management to inform processes, templates, and roadmap design as needed
  
• Define and prioritize current knowledge management challenges and be responsible for the identification, implementation, and monitoring of solutions to enable the organization to work more efficiently and deliver valuable solutions to our customers
  
• Provide strong thought leadership and presence across internal teams, working to meet deadlines, define requirements and execute all knowledge management requirements as needed to meet client needs
  
• Acts as a role model / mentor to junior team members, providing helpful formal and informal feedback outside of specific projects

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

People Performance Management, Program Management, Technical Writing Documentation

Compensation

Primary Location Pay Range: $138,726.72 - $208,090.08

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

5-7 Years Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.