Fixed Video is seeking a motivated Manager to lead our Knowledge Management Team and the Knowledge Centered Services (KCS) program.
Manage our established VSA KCS Program.
Responsibilities:
Manage the Knowledge Team and KCS Program.
Support and expand the KCS Program in VSA and across brands, including new acquisitions.
Develop a quality program for knowledge and establish a consistent voice & tone approach for the team.
Expand our Knowledge Domain Expert (KDE) Program to ensure our knowledge base is curated and grows, filling knowledge gaps and ensuring consistency.
Direct the evolution the KCS Coaching Program.
Expand our approach to analytics & how we measure effectiveness of KCS.
Act as a representative of Knowledge, Customer Experience, and Customer Communities across all brands and expansions.
Preferred Skills and Experience:
Experience in leading with a collaborative and team-oriented approach that promotes cooperation and inspires others to join.
Ability to manage teams while navigating priorities and meeting deadlines.
Quick learner who is detail-oriented, analytical, and highly organized with the ability to multitask effectively.
Experienced in analytics, gathering key business and user insights.
Project or program management experience.
Skilled with Salesforce Knowledge, Service, and Experience Clouds.
Experience working with agile teams.
Qualifications:
Bachelor Degree under any discipline
Previous experience required
Experienced manager, preferably of knowledge management teams.
2 years experience in documentation writing, knowledge base management or technical content creation/management.
Previous leadership or management of KCS programs in technical support or call center environments.
Analytical experience to gather key business and user insights.
Excellent verbal and written communication skills.
Your competitive advantages
KCS Practices Certification.
Understanding of the Salesforce Knowledge Data model.
Experience establishing effective reporting practices for KCS support organizations.
Track record of implementing SEO best practices for knowledge programs.
Manage the Knowledge Management program for support using the KCS methodology. Experience managing a KCS Program is essential for this role. Regular collaboration will be required with our Technical Support, Digital Experience, Operations, Data Science, IT and Salesforce teams Quick learner to take on the management and approach of our program and providing business continuity with reporting and team goals
Training: 3-4 week overlap with current manager leaving on parental leave
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $40.00/hr.
