Knowledge Management Manager (Remote)

• About XtendOps Knowledge Management Manager

You will ensure our support agents and internal teams have immediate access to the information they need to deliver outstanding customer experiences and achieve operational excellence.

• Key Duties
• Develop and lead a team of Knowledge Base Specialists, fostering a collaborative and high-performing environment focused on creating high-quality knowledge base content for XtendOps clients.
• Define and manage the team's workflow, establish project priorities, and ensure all Knowledge Management initiatives and projects are delivered on time and within budget.
• Provide strategic guidance, mentorship, and ongoing professional development to team members, including conducting regular performance reviews and providing constructive feedback for improvement.
• Develop and implement the overall knowledge management strategy, aligning it with the company's strategic goals and client needs through collaboration with subject matter experts, project managers, XtendOps clients, and other stakeholders.
• Strategically guide the team in identifying systemic gaps in agent and organizational knowledge, proactively developing and implementing solutions, and creating or updating resources tailored to client and internal needs.
• Direct and oversee efforts to enhance the architecture, searchability, and accessibility of KB materials to significantly improve agent efficiency and knowledge utilization across the organization.
• Collaborate closely with Operations Team Leads and Managers to identify and drive improvements for Standard Operating Procedures (SOPs) and best practices for client accounts, integrating Knowledge Management effectively.
• Ensure all agent-facing and internal knowledge resources are strategically updated and communicated before major client campaigns, product updates, or internal process changes.
• Establish and monitor key performance indicators (KPIs) for the knowledge management function, reporting on effectiveness and making data-driven recommendations for improvement.
• Champion knowledge management best practices across the organization, promoting tools and processes to enhance knowledge sharing and retention.
• Oversee the selection, implementation, and maintenance of knowledge management systems and tools.
• Key Competencies
• Strong strategic leadership and people management skills, with proven experience managing and developing a team of Knowledge Base writers or content specialists.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to build strong relationships with clients, senior leadership, and internal stakeholders.
• Advanced project and program management skills, with the ability to manage multiple complex projects simultaneously, set strategic priorities, and ensure effective execution.
• A comprehensive understanding of content strategy, knowledge management principles, information architecture (hierarchy and taxonomy design), content strategy, and best practices for knowledge base systems.
• Strong analytical and strategic thinking skills, with the ability to conduct research and analysis to identify opportunities for improvement, innovation, and strategic alignment.
• Experience in developing and implementing Knowledge Management strategies, standards, and governance.
• Proficiency in change management and promoting user adoption of Knowledge Management tools and practices.

Supervisor: Sr. Director of People Development

• A minimum of 3-4 years of experience in knowledge management, content creation, or technical writing in a BPO setting.
• Proven experience of at least 2 years leading, managing, or mentoring a team of content creators or knowledge base specialists.
• Strong project and program management skills, with the ability to manage multiple strategic initiatives simultaneously and prioritize tasks effectively.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and build relationships with clients and internal stakeholders.
• Proficiency in a Knowledge Management System (KMS) and experience in KMS administration or selection.
• Proficiency with Google Workspace.
• Strong track record of meeting and delivering targets and strategic objectives.
• Can articulate self well with peers, subordinates, superiors, and clients, including executive-level communication.
• Can multitask and work effectively in a fast-paced, dynamic environment, managing ambiguity and driving change.

Additional Desired Skills

• A degree in a related field such as Communications, Technical Writing, Information Management, or Business Administration..
• Experience with chatbot content development and optimization.
• Experience with customer experience (CX) or customer service knowledge management at a strategic level..
• Familiarity with multimedia development (e.g., creating screenshots, simple diagrams) for KB articles.
• Experience with data analysis and reporting tools (e.g., Tableau or Power BI) for assessing KB effectiveness.
• Experience with agile project management methodologies.
• Certification in knowledge management, project management, or technical writing.
• Experience in developing and delivering training on KM systems and processes.
• Minimum Hiring Requirements
• At least 4 years of related working experience in a BPO setting.
• Minimum of 3-4 years of experience in knowledge management, content creation, or technical writing, with at least 2 years in a leadership or managerial role.
• Demonstrable experience in developing or significantly contributing to knowledge management strategy.
• Experience with the administration and optimization of a Knowledge Management System (KMS).
• Strong project and program management skills, with the ability to manage multiple strategic initiatives simultaneously and prioritize tasks effectively.
• Excellent track record of meeting and delivering targets and driving improvements in KM effectiveness.
• Ability to articulate complex ideas clearly and persuasively to diverse audiences, including senior leadership, peers, subordinates, and clients.
• Proven ability to multitask, adapt, and lead in a fast-paced and evolving environment.
• Proficiency in Google Workspace.
• Excellent communication, presentation, and facilitation skills.