Knowledge Manager

4 weeks ago

London, Greater London, United Kingdom Rewardgateway Full time
Product Management, London, Full Time, £60,000 - £65,000 / yearJob Description

At Reward Gateway | Edenred, we're committed to transforming employee experience and making the world a better place to work. As a key member of our team, you'll play a crucial role in architecting and building a global knowledge base for our SAAS/technology products.

Key Responsibilities
  • Support the delivery of our existing knowledge base, the 'Success Portal', into an outstanding global knowledge base for clients, internal users, and international partners
  • Implement the roadmap for the Help Center, aligning resources to achieve the deliverables set out in the roadmap
  • Define the requirements and features for an exceptional knowledge base for internal collaborators, clients, and end-users
  • Develop an improved information architecture and coordinate content development for knowledge related to our platform and partners
  • Lead knowledge management for the organisation, identifying knowledge and content gaps and leading the development of engaging content to fill knowledge and education gaps across multiple product and feature sets
  • Lead all aspects of the process for global knowledge-base rollout
  • Implement the framework for ongoing success of world-class knowledge and maintenance of the system
  • Implement the framework and standard for handling the global and local knowledge base(s)
  • Set a training plan and framework for BAU management of the system
  • Manage the communications plan to keep stakeholders up-to-date and engaged in the project
  • In conjunction with the Product Manager, develop measures of success with a key success factor being reducing support queries and speeding up time to value, and own reporting to the business
  • Be a champion of a 'self-serve' knowledge culture across teams and the organisation
  • Plan and manage the delivery of the team, creating and executing plans to develop expert knowledge
  • Manage and develop a team of Writers/Content Developers (3 people)
Requirements
  • Project Management and experience working with global and senior-level collaborators
  • Demonstrated experience in successfully re-architecting knowledge bases
  • Proficiency with Zendesk Guide software or equivalent Knowledge Base System with transferable skills and knowledge
  • Proven ability to work with accountability and without direct supervision
  • Comfortable working in a fast-paced and changing organisation, with demonstrated ability to balance competing priorities and multiple stakeholders
  • Comfortable working with a degree of ambiguity and an excellent problem-solver to speed up decision-making
  • Proven people management skills with the ability to motivate and develop a newly formed team
  • Demonstrable experience implementing best practices in knowledge management and content for technical and non-technical audiences
  • Previous experience working in a SAAS environment/with SAAS products
  • Proven ability to work cohesively with technical and non-technical team members, with experience working closely with Customer Support
  • Curious about technology and its applicable use case(s) to drive efficiencies and effectiveness for Knowledge Bases
  • Strong proficiency in clear and effective written and verbal communication, adapting to various audiences and contexts
The Interview Process
  • Telephone call with a member of the Talent Acquisition Team
  • Virtual or in-person interview with the Director of Product Operations & COO

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