Program Lead - Knowledge Management (Remote)
Job Description
Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter.
DFIN is seeking a Program Lead, Knowledge Management (individual contributor role) responsible for defining & implementing Knowledge Centered Support “best practices” globally. We are seeking a candidate that has proven success in a world class knowledge sharing organization. This person will help DFIN create a successful knowledge sharing organization aimed at helping customers and technical support representatives through self service capabilities. Specifically, this person will help to define & implement best practice solutions to enhance and optimize the customer experience through the use of knowledge management and knowledge sharing.
This person will work collaboratively with cross-functional stakeholders to drive meaningful knowledge management practices throughout the company on behalf of the customer (for example, work with the product team to consistently improve & standardize customer documentation). This role will require both innovation and tactical implementation skills.
- Help define global knowledge centered support standards and best practices by collaborating internally and also seeking/utilizing industry best practices; identify impactful projects to enhance company-wide knowledge sharing
- Be creative. Innovate. Build. Lead change. Have a passion to deliver programmatic changes that lead to better customer and employee outcomes
- Design, develop and manage programs related to knowledge management
- Deploy training, communications and awareness programs related to knowledge management
- Identify the right tools and means for DFIN to document and share knowledge
- Collaborate with teams to capture new information that can be stored in the knowledge base
- Conduct evaluation strategies to gauge knowledge program effectiveness
- Encourage a knowledge sharing culture across the company
- Bachelor's degree
- 3-5 years of progressive experience in knowledge management roles (experience in contact center and customer support is also very helpful)
- Track record of innovation through people, processes and technology
- Ability to influence through persuasion, negotiation, and consensus building
- Strong empathy for the role of technical support teams AND a passion for delivering innovations that contribute to them delivering high quality customer outcomes in a repeatable and predictable manner
- Ability to effectively communicate through all mediums (verbal, listening, written)
- Extremely organized, with effective time management skills
- Experience with knowledge management tool sets
It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to [email protected].
Date Posted
10/23/2023
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