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Knowledge Base Manager

3 months ago

London, United Kingdom Reward Gateway Full time
DescriptionReward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

With our shared missions of ‘Making the World a Better Place to Work' and ‘Enriching Connections, For Good’, you’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

Your Role in our Mission
Our mission is to make the world a better place to work and to achieve this mission we need an experienced Knowledge Base Manager to manage and deliver a transformational experience for our knowledge base system (hosted on Zendesk Guide).

As an expert in architecting and building global knowledge bases for SAAS/technology products, you will create a global centre of excellence for knowledge of our platform, and product and integrations for our employees, international partners, clients and stakeholders alike.

What’s In It For Me?
A chance to be part of an extremely well-established, stable and high-growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package including: 
  • A flexible holiday plan of up to 40 days per year
  • £400 a year Wellbeing Allowance
  • Unlimited professional development books, E-books, podcasts
  • Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
  • Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

What You’ll be Doing:
  • Support the delivery of the transformation of our existing knowledge base, known as 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 outstanding 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 - revise and restructure the current content in the knowledge base to ensure accuracy, relevance, and coherence as identified in the knowledge audit
  • 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)

Experience and Skills You Need in this Role:
  • 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 
  • Excellent stakeholder management skills 
  • 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

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.


We hire BETTER. 
Find out more about Reward Gateways approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg. Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.

The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company. Bridging that engagement gap is what drives us.