Strategic Knowledge & CX Enablement Lead

CallRail; Atlanta (GA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Healthcare coverage

Paid parental leave

Flexible vacation policy

401K options with matching

Employee stock options

$2,000 educational allowance

Catered lunch on Tuesdays

Transportation expenses covered

Company outings and events

$500 office stipend

Job summary

CallRail is seeking a Sr. Manager for Knowledge Management and CX Enablement in Atlanta, GA. This hybrid role involves leading a team focused on knowledge strategy, technical documentation, and customer experience training. You'll manage processes that enhance customer understanding and retention through effective knowledge use.

Your responsibilities include developing structured content, training programs, and maintaining quality assurance across all customer-facing documentation. Strong experience in knowledge management and CX is essential.

Qualifications

• Experience in knowledge management or related fields.
• Proven ability to manage cross-functional projects effectively.
• Strong communication skills and analytical abilities.

Responsibilities

• Lead a team in knowledge management and training initiatives.
• Develop training programs for cross-functional teams.
• Oversee content quality for both human and AI consumption.

Skills

Knowledge management

Technical writing

Cross-functional collaboration

Customer empathy

AI support tooling

Analytical mindset

Organizational skills

Influence without authority

Education

6+ years in CX disciplines

2+ years of management experience

Tools

Lessonly

Seismic

Zendesk

Asana

Job description

CallRail is seeking a Sr. Manager for Knowledge Management and CX Enablement in Atlanta, GA. This hybrid role involves leading a team focused on knowledge strategy, technical documentation, and customer experience training. You'll manage processes that enhance customer understanding and retention through effective knowledge use.

Your responsibilities include developing structured content, training programs, and maintaining quality assurance across all customer-facing documentation. Strong experience in knowledge management and CX is essential.