Program Lead - Knowledge Management (Remote)

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