Senior Knowledge Program Manager

The Senior Knowledge Program Manager will take the lead in optimizing external and internal knowledge at Podium to support our Customer Experience organization. This will require developing and implementing a knowledge management strategy and optimizing external and internal help center platforms.

You’re a great match if you possess an inquiring mind, are detailed and analytically oriented, driven to positively impact our customer experience, and have the ability to thrive in a growing and transforming organization. The ideal candidate will have a strong command of knowledge management practices as well as prior experience in a multi-channel support environment.

Essential Responsibilities:

• Create and manage the internal and external Knowledge roadmap.  Ensure ease of use for our employees and customers to quickly find answers to questions in a self service environment.
• Help design, implement and maintain oversight of the knowledge management system.
• Implement and own the KCS program within the customer success organization.
• Manage and communicate quantitative and qualitative results of the KM strategy.
• Partner with cross-functional teams to develop and maintain the content management strategy. 
• Establish writing guidelines and knowledge architecture based on best practices, conduct training and feedback loops to ensure adoption and consistency. 
• Coach and develop a team of cross-functional authors within the customer success organization. 

What is needed:

• 3+ years of experience in a formal Knowledge Management position(s)
• 3+ years of experience using knowledge management software applications – preferably Salesforce
• 3+ years of experience in managing large and complex projects and programs, change management, and working across functions with multiple stakeholders
• 3+ years of experience related to content management and writing/ publishing skills of technically oriented materials in a SaaS environment
• Experience with implementing Knowledge-Centered Service (KCS) — certification a plus

BENEFITS

• Open to remote/hybrid
• Open and transparent culture
• Awesome opportunities for career growth
• 401k with a competitive matching contribution plan
• Unlimited Vacation (yes, we want you to have a work-life balance)
• Great medical, dental, vision benefits
• A stellar onsite gym with local professional coached classes offered 
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Weekly free lunch and smoothies
• Swag
  

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.