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Knowledge & Communications Manager (Operations)
4 months ago
Knowledge & Communications Manager (Operations)
FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive.
As a Knowledge & Communications Manager, your main job is to develop and deliver a content and self-service strategy for FREENOW users. Your objective is to ensure that passengers and drivers have easy access to high-quality support information. Your focus will be on making things easier for everyone by reducing the need for direct contact, improving self-service options, and making sure customers have a great experience.
Lead the launch of ChatBot for Passenger and Driver apps, ensuring effective decision trees, content creation, and tracking of its impact.
Manage our Help Centers to ensure accurate content and user-friendly layout, supporting our goal of reducing inbound contact and improving user experience.
Oversee the accuracy and effectiveness of outbound communication templates, aiming for high customer satisfaction and minimal reopen rates.
Collaborate with Local Markets and Localization Team to translate content effectively, maximising the impact of our self-service materials across languages.
Gather industry best practices and partner with other members of our Central Operations and Technology Teams to ensure our content is optimised to tackle the main questions faced by our users.
Maintain strong stakeholder relationships for self-service strategy alignment and support, through regular communication and collaboration.
Proven ability to proactively innovate and improve processes for efficiency, including regular communication with stakeholders to gather insights and drive innovation.
Demonstrated proficiency in data-driven decision-making, problem-solving, and strategic thinking.
Strong communication skills demonstrated through regular updates and collaboration with key stakeholders, both internally and externally, to ensure alignment and drive continuous improvement initiatives.
Excellent level of written, analytical and verbal communication skills in English. Any other language is a plus.
Fully remote or hybrid working models
Sabbatical & special leave policies
Subsidised gym membership
Birthday, 24th + 31st December off
Employee assistance program
Plus more local benefits depending on your work location
DIVERSITY, EQUITY & INCLUSION:
FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
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